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.
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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
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