Collector - October 2016 - 9
pick their own schedules if they meet three
requirements: length of time on the job,
compliance scores and recoveries. Many of the
collectors use internal data showing what times
of day and days of the week collectors have the
most right-party contacts to set their schedule.
"We have found this to be a great
motivator," Bohling said.
She noted that she's able to keep the
collection floor adequately staffed because
only a certain percentage of the collectors
have access to flexible schedules. There will
always be a certain segment of staff that will
adhere to the company's core hours-the
newer, less experienced collectors, or those
that are average but steady collectors.
At ISPC, the collection staff is a small,
tight-knit group-just five people-and
the company's flexible schedule is open to
all collectors. Hickman programs "typical"
hours for each person into the timecard
system, but collectors-who clock in and
clock out-are responsible for getting in
their hours for the week.
"I don't have an attitude where I think, 'Oh,
this person was five minutes late, I'm going
to write him up,'" Hickman said. "Things are
more relaxed, and it's made the company a
more pleasant place to work for everyone. We
recognize that we are hiring adults, and they
have responsibility for their own lives. They
know their job duties and responsibilities."
She asks staff to give her 7-10 days notice
when they want to change their schedule,
though she also accommodates last-minute
adjustments as well. Schedule changes
must be requested via email so they are
documented if any issues arise.
"I tell everyone that as long as the floor
is covered, which means they rotate their
breaks and make sure at least one person is
always on the floor, it's OK," Hickman said.
"We implemented it in the summer,
which is traditionally a time when things
are a little more relaxed," Hickman said.
"We told staff we'd test it out for a few
months, and then see how things looked
going into the fall, which is a busier time."
She also warned staff that if the
delinquency ratio went up after the new
schedule was implemented, the program
would likely be discontinued.
Trial runs like this can help you work
out any kinks and see if the program will
be sustainable in the long run.
You'll also want to implement clear
policies and guidelines for your flexible
work schedule. This ensures everyone is
on the same page, and may help you track
the long-term impacts of the program.
Identify your goals for the program, and
then take action on them. For instance,
if you're launching your flexible work
program in part to attract new employees,
make sure your hiring manager is
communicating this to all applicants.
Get buy-in from executives and
management, so employees don't worry
they will be hurting their careers if they take
advantage of flexible work arrangements.
Hickman said she's been surprised by
the positive changes she's seen as a result
of the program, and that it has been a great
way to reward staff for all their hard work.
"I had a couple employees come up to me
after we introduced it and say, 'I'm so glad
we're doing this! You don't know how much
pressure that takes off me,'" she said. "It's
really worked well for us."
Anne Rosso May is editor of Collector
Alliance ACA puts your membership to work, providing
savings for today and services for building your tomorrow.
ACA International members receive exclusive discounts from
Alliance ACA endorsed vendors for these essential products and services.
Telecommunications, data and mobility
Background screening and drug testing
Registered agent services
Disaster recovery and business continuity
Health Insurance/Employee Benefits
CONSIDER ALL ANGLES
Hickman didn't introduce flexible schedules
for her collection team until ISPC's
delinquency ratio-which had spiked with
the Great Recession and gradually declined
in the following years-was where she
wanted it. Then, she carefully planned how
the program would launch.
Let ACA help lower your costs to do business. acainternational.org/alliance
Table of Contents for the Digital Edition of Collector - October 2016
Connect the Dots
Head of the Class
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
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