Collector - February 2016 - 9


BESTPRACTICES

drastically improved how well collectors
can hear consumers.
"It plays something that sounds similar
to an A/C system or a heating system," he
said. "It's not really loud, but it is effective
in reducing ambient noise in the entire
environment. Since we started using that,
we're not getting reflective sound and as a
result, we have collectors who are able to
focus on their calls."

COMMUNICATE WITH YOUR STAFF
Pay attention to how loud each of your
collectors is, and be sensitive to collectors
with voices that dominate the room.
"If there is a really soft-spoken person
and a very loud person on the f loor, we
might not put them next to each other,"
Nicholson Stief said. "The walls from the
partitions and sound absorption can only
do so much."
Some agencies write policies that
prohibit cross-communication between

cubicles, especially when other collectors
are on the phone.
"Collectors often share with each other,
when they hang up and they are done with
a call, where they'll make a comment about
the conversation that just happened, like,
'Boy, that was a tough one,'" Nicholson
Stief said. "Or they may be standing up
and talking over the cubicles to the group,
not realizing that half of the collectors
are on calls. Everyone hears that, and it's
a distraction. We have policies to prevent
these occurrences."
Encourage-or mandate-collectors to
minimize chitchat on the collection floor. If
they need to reach another collector, they
can buzz the person on his phone, send him
an interoffice message or wait until lunch to
speak with him.
"We also tell collectors that if their
neighbor taps on their window and asks
them to quiet down, don't take offense to
that," Nicholson Stief said. "We remind

them that the other person isn't mad at you
for being loud-that person just needs you
to quiet it down so they can focus on their
calls. If they tap on your window, welcome
that feedback and make an effort to be a
good neighbor."
Collection agencies often hold creative
contests to motivate collectors to meet
certain goals. While ringing a bell or blowing
a whistle may seem like a great way to draw
collectors' attention to contest winners, don't
forget about the consumers who will likely
be able to hear the noise as well.
"No matter what you do, I think that you
will always have a little bit of a noise issue
on the collection floor," Nicholson Stief said.
"I have yet to see the perfect environment
where there is no noise distraction. The good
part about hearing others in the room is it
creates an opportunity to learn technique
from other collectors."
Anne Rosso May is editor of Collector.

Join the Conversation
Keep your finger on the pulse of the credit and
collection industry with Collector's new Twitter page,
@acacollector. Get updates on current industry
trends and previews of what's to come
in the months ahead.

Connect with us at
twitter.com/acacollector.
Let's start talking.

Collect Large, Pay Light.
Flexible. Scalable. Comprehensive. Modular. Now with
Microsoft SQL Server based options. Software for first party,
third party and specialized portfolio collections.
Best value with the functionality that your agency needs.

See us in booth #210 DBA Las Vegas Feb 9-11
1-800-661-6722 | Collect.org

COLLECTOR 02.16

09


http://www.twitter.com/acacollector http://www.Collect.org

Table of Contents for the Digital Edition of Collector - February 2016

Collector - February 2016 - Cover1
Collector - February 2016 - Cover2
Collector - February 2016 - 1
Collector - February 2016 - 2
Collector - February 2016 - 3
Collector - February 2016 - 4
Collector - February 2016 - 5
Collector - February 2016 - 6
Collector - February 2016 - 7
Collector - February 2016 - 8
Collector - February 2016 - 9
Collector - February 2016 - 10
Collector - February 2016 - 11
Collector - February 2016 - 12
Collector - February 2016 - 13
Collector - February 2016 - 14
Collector - February 2016 - 15
Collector - February 2016 - 16
Collector - February 2016 - 17
Collector - February 2016 - 18
Collector - February 2016 - 19
Collector - February 2016 - 20
Collector - February 2016 - 21
Collector - February 2016 - 22
Collector - February 2016 - 23
Collector - February 2016 - 24
Collector - February 2016 - 25
Collector - February 2016 - 26
Collector - February 2016 - 27
Collector - February 2016 - 28
Collector - February 2016 - 29
Collector - February 2016 - 30
Collector - February 2016 - 31
Collector - February 2016 - 32
Collector - February 2016 - 33
Collector - February 2016 - 34
Collector - February 2016 - 35
Collector - February 2016 - 36
Collector - February 2016 - 37
Collector - February 2016 - 38
Collector - February 2016 - 39
Collector - February 2016 - 40
Collector - February 2016 - 41
Collector - February 2016 - 42
Collector - February 2016 - 43
Collector - February 2016 - 44
Collector - February 2016 - 45
Collector - February 2016 - 46
Collector - February 2016 - 47
Collector - February 2016 - 48
Collector - February 2016 - Cover3
Collector - February 2016 - Cover4
http://online.collector.com/collectormagazine/202004
http://online.collector.com/collectormagazine/202003
http://online.collector.com/collectormagazine/202002
http://online.collector.com/collectormagazine/202001
http://online.collector.com/collectormagazine/201912
http://online.collector.com/collectormagazine/201911
http://online.collector.com/collectormagazine/201910/
http://online.collector.com/collectormagazine/201909/
http://online.collector.com/collectormagazine/201908/
http://online.collector.com/collectormagazine/201907/
http://online.collector.com/collectormagazine/201906/
http://online.collector.com/collectormagazine/201905/
http://online.collector.com/collectormagazine/201904/
http://online.collector.com/collectormagazine/201903/
http://online.collector.com/collectormagazine/201902/
http://online.collector.com/collectormagazine/201901/
http://online.collector.com/collectormagazine/201812/
http://online.collector.com/collectormagazine/201811/
http://online.collector.com/collectormagazine/201810/
http://online.collector.com/collectormagazine/201809/
http://online.collector.com/collectormagazine/201808/
http://online.collector.com/collectormagazine/201807/
http://online.collector.com/collectormagazine/201806/
http://online.collector.com/collectormagazine/201805/
http://online.collector.com/collectormagazine/201804/
http://online.collector.com/collectormagazine/201803/
http://online.collector.com/collectormagazine/201802/
http://online.collector.com/collectormagazine/201801/
http://online.collector.com/collectormagazine/201712/
http://online.collector.com/collectormagazine/201711/
http://online.collector.com/collectormagazine/201710/
http://online.collector.com/collectormagazine/201709/
http://online.collector.com/collectormagazine/201708/
http://online.collector.com/collectormagazine/201707/
http://online.collector.com/collectormagazine/201706/
http://online.collector.com/collectormagazine/201705/
http://online.collector.com/collectormagazine/201704/
http://online.collector.com/collectormagazine/201703/
http://online.collector.com/collectormagazine/201702/
http://online.collector.com/collectormagazine/201701/
http://online.collector.com/collectormagazine/201612/
http://online.collector.com/collectormagazine/201611/
http://online.collector.com/collectormagazine/201610/
http://online.collector.com/collectormagazine/201609/
http://online.collector.com/collectormagazine/201608/
http://online.collector.com/collectormagazine/201607/
http://online.collector.com/collectormagazine/201606/
http://online.collector.com/collectormagazine/201605/
http://online.collector.com/collectormagazine/201604/
http://online.collector.com/collectormagazine/201603/
http://online.collector.com/collectormagazine/201602/
http://online.collector.com/collectormagazine/201601/
http://online.collector.com/collectormagazine/201512/
http://online.collector.com/collectormagazine/201511/
http://online.collector.com/collectormagazine/201510/
http://online.collector.com/collectormagazine/201509/
http://online.collector.com/collectormagazine/201508/
http://online.collector.com/collectormagazine/201507/
http://www.nxtbookMEDIA.com