Collector - July 2017 - 48

LASTWORD

A New Home
What's involved in a business relocation? Universal Fidelity LP
found out this year when it moved into an updated office space.
By Katy Zillmer

U

niversal Fidelity LP has a new
look-one some would say was 26
years in the making.
This spring, the company moved to a new
headquarters location in Houston with an
updated layout, training facilities and, most
importantly, a professional environment and
work space for its collection agents.

COMPANY NAME:
UNIVERSAL FIDELITY LP
INCEPTION: 1991
HEADQUARTERS:
HOUSTON
LEADERSHIP: EXECUTIVE VICE
PRESIDENT SCOTT HEARN
EMPLOYEES: 40

48

The whole process-which included
evaluating employees' needs for the new
space, finding the right building and the
actual move-took about a year, said
Executive Vice President Scott Hearn.
Company executives considered
consulting with a design firm to help them
find a new space, but they were lucky
enough to come across an existing business
office on their own that fulfilled everything
on their wish list.
While going it solo may have added a
bit more time to the project, Hearn said
it was worth it-especially since they
were able to find a building close to their
existing office.
"It was difficult, but one of our goals
was to make sure that we were able to stay
within the same general area because we
didn't want to inconvenience our staff
too much," Hearn said, adding that they
also wanted the new space to be easily
accessible for future employees.
The move created enough additional
capacity for another 75 employees to join the
UFLP team.
"Ultimately we wanted to make sure
that we're providing a more professional
workspace for our agents," Hearn said.
The building's collection floor was
designed to help agents focus on their
calls with consumers and includes builtin white noise technology to eliminate
background noise.
The new interactive training space
allows instructors to stand in the middle
of the classroom and see all of the
participants, as well as their computer
screens. The space also includes a
projector screen for the instructor to guide
agents through a lesson.
Agents have responded positively to the
changes, reflected in both their work and
attitudes.

"We've seen a definite increase in
production," Hearn said. "We've also seen, I
would say, a positive change in our agents'
behavior. Coming into a space such as this,
our agents tend to put themselves in more
of a professional position. Even the way they
tend to dress when they come to work is
more professional."
The new office space also includes
visual reminders of the company's culture,
emphasizing people, teamwork, innovation,
responsibility and integrity.
"Our culture has always been very
positive," Hearn said. "[And] after 26 years of
being in business, our culture is pretty well
developed. This space really just shows that
we are putting our agents as a top priority.
And [by] putting our agents as a top priority,
it ultimately is putting that interaction on
behalf of our clients as a top priority."
Hearn said companies considering
relocating to a new space should put most
of their focus on planning, especially for the
move itself. The UFLP team, with assistance
from its IT staff, was able to complete the
move in one weekend and only miss a few
hours of business on a Friday afternoon and
Saturday morning.
By Monday morning, from the agents'
perspective, nothing had changed with the
company's overall operations-but now their
office space had a fresh new look.
"Creating a professional environment
for our employees was one of the biggest
goals that we had, but in doing so that also
creates a very professional and desirable
environment for our clients as well," Hearn
said. "We feel that if the agents enjoy the
work space that they work in, then ultimately
that satisfaction will be displayed when
they're working on behalf of our clients."
Katy Zillmer is ACA International's
communications specialist.

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Table of Contents for the Digital Edition of Collector - July 2017

Upfront
Industry News
Best Practices
FYI
Collection Tips
What’s in Your Policy?
State Licensing Laws: What’s New and Trending
The Question of Rule 68
Calendar
Honor Roll
Healthcare Data at Risk
ACA Members Meet in D.C. to Advocate on Behalf of Industry
Fixing What’s Broken
Credit Listening Considerations
U.S. Supreme Court Hands Collection Industry a Win in ACA-Supported Case
Compliance
ACA SearchPoint
Last Word
Collector - July 2017 - Cover1
Collector - July 2017 - Cover2
Collector - July 2017 - 1
Collector - July 2017 - 2
Collector - July 2017 - Upfront
Collector - July 2017 - Industry News
Collector - July 2017 - 5
Collector - July 2017 - 6
Collector - July 2017 - 7
Collector - July 2017 - Best Practices
Collector - July 2017 - 9
Collector - July 2017 - FYI
Collector - July 2017 - 11
Collector - July 2017 - Collection Tips
Collector - July 2017 - 13
Collector - July 2017 - What’s in Your Policy?
Collector - July 2017 - 15
Collector - July 2017 - 16
Collector - July 2017 - 17
Collector - July 2017 - 18
Collector - July 2017 - 19
Collector - July 2017 - State Licensing Laws: What’s New and Trending
Collector - July 2017 - 21
Collector - July 2017 - 22
Collector - July 2017 - 23
Collector - July 2017 - The Question of Rule 68
Collector - July 2017 - 25
Collector - July 2017 - 26
Collector - July 2017 - 27
Collector - July 2017 - Calendar
Collector - July 2017 - Honor Roll
Collector - July 2017 - Healthcare Data at Risk
Collector - July 2017 - 31
Collector - July 2017 - ACA Members Meet in D.C. to Advocate on Behalf of Industry
Collector - July 2017 - 33
Collector - July 2017 - 34
Collector - July 2017 - 35
Collector - July 2017 - Fixing What’s Broken
Collector - July 2017 - 37
Collector - July 2017 - 38
Collector - July 2017 - 39
Collector - July 2017 - Credit Listening Considerations
Collector - July 2017 - 41
Collector - July 2017 - U.S. Supreme Court Hands Collection Industry a Win in ACA-Supported Case
Collector - July 2017 - 43
Collector - July 2017 - Compliance
Collector - July 2017 - 45
Collector - July 2017 - ACA SearchPoint
Collector - July 2017 - 47
Collector - July 2017 - Last Word
Collector - July 2017 - Cover3
Collector - July 2017 - Cover4
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