Collector - October 2016 - 31 BUSINESSOPERATIONS QUESTION 5: WHY WAS SHE UNAWARE OF THE POLICY? She was never trained on it. In five questions, you have identified the root cause: a gap in your training policy requiring all collectors to know cease and desist procedures prior to getting on the phone. "So that's where you have to focus your efforts to truly fix the problem so it doesn't happen again," Hall said. He noted that the Five Whys is effective because it encourages you to dig deeper into an issue. "If you stop one or two steps before the fifth question, you may not be digging deep enough," Hall said. "You wouldn't know the true cause and can't make the fix, which could result in more complaints down the road." For instance, if the true cause of the complaint is systemic, perhaps something that was coded improperly, and in your initial analysis you determined that the cause of the problem was flawed training materials-you've missed an opportunity to improve your business. Sometimes the root cause can be identified in fewer than five questions, and in especially complicated situations it may take you one or two more questions to truly get at the heart of the issue. In those situations, however, Hall cautioned against "over-fixing" a problem. "If a complaint was caused because an employee simply didn't do what he or she was supposed to do, you can do refresher training to fix this-you don't have to blow up your whole system," he said. Every case is different, but to truly solve a complicated issue you will likely have to devote some time and brainpower to the situation. Agencies should take these complaints and work backwards to identify the cause. "Any process with a human being will result in a complaint at some point because people make mistakes," Hall said. "Having the ability to analyze complaints can help tell you if you have a robust complaint management system and the ability to detect these issues, and be able to make sure they don't happen again." Anne Rosso May is editor of Collector magazine. INTRODUCING ADVANCED PAYMENT SYSTEMS HAS JOINED PAYSCOUT » » » » » » COLLECTOR 10.16 Same collection industry expertise. Enhanced reliability and value. More real-time processing options. Additional compliance solutions. Exceptional industry pricing. New opportunities. 31 Table of Contents for the Digital Edition of Collector - October 2016 President’s Page Industry News Best Practices FYI Collection Tips Connect the Dots Looking Deeper Head of the Class Calendar Honor Roll The Formula of Five How to Create Winning Bids and Proposals A Running Start ACPAC Election Watch ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company Compliance ACA SearchPoint Last Word Collector - October 2016 - Cover1 Collector - October 2016 - Cover2 Collector - October 2016 - 1 Collector - October 2016 - 2 Collector - October 2016 - President’s Page Collector - October 2016 - Industry News Collector - October 2016 - 5 Collector - October 2016 - 6 Collector - October 2016 - 7 Collector - October 2016 - Best Practices Collector - October 2016 - 9 Collector - October 2016 - FYI Collector - October 2016 - 11 Collector - October 2016 - Collection Tips Collector - October 2016 - 13 Collector - October 2016 - Connect the Dots Collector - October 2016 - 15 Collector - October 2016 - 16 Collector - October 2016 - 17 Collector - October 2016 - 18 Collector - October 2016 - 19 Collector - October 2016 - Looking Deeper Collector - October 2016 - 21 Collector - October 2016 - 22 Collector - October 2016 - 23 Collector - October 2016 - Head of the Class Collector - October 2016 - 25 Collector - October 2016 - 26 Collector - October 2016 - 27 Collector - October 2016 - Calendar Collector - October 2016 - Honor Roll Collector - October 2016 - The Formula of Five Collector - October 2016 - 31 Collector - October 2016 - How to Create Winning Bids and Proposals Collector - October 2016 - 33 Collector - October 2016 - 34 Collector - October 2016 - 35 Collector - October 2016 - A Running Start Collector - October 2016 - 37 Collector - October 2016 - 38 Collector - October 2016 - 39 Collector - October 2016 - ACPAC Election Watch Collector - October 2016 - 41 Collector - October 2016 - ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company Collector - October 2016 - 43 Collector - October 2016 - Compliance Collector - October 2016 - 45 Collector - October 2016 - ACA SearchPoint Collector - October 2016 - 47 Collector - October 2016 - Last Word Collector - October 2016 - Cover3 Collector - October 2016 - Cover4 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
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