Collector - August 2017 - 25

"Every month we do something to let employees
know how much we appreciate them and that we
understand the pressure of the work they do. We
want them to continue doing good work."
Small tokens can add up too. Managers
might start by giving employees cards
on their birthdays and annual work
anniversaries, and sending flowers when
someone on staff welcomes a new child or
has to go to the hospital. When a collector
receives a compliment from a consumer,
recognize them for it. From there, you can
build up to more creative efforts.
For example, North American Credit
Services celebrates Mother's Day on its
corporate campus by inviting all the
mothers on staff to meet up for muffins and
coffee, and gives them roses to boot.
"Every month we do something to let
employees know how much we appreciate
them and that we understand the pressure of
the work they do," said NACS CEO Dallas S.
Bunton Sr. "We want them to continue doing
good work."
Conklin said she's also noticed that
the younger generation today appreciates
"flair" for their cubicles, such as
certificates of appreciation, trophies and
laminated "employee of the month" cards.

These small, simple things go a long way
toward helping employees feel recognized
and valued.

THIS TIME, IT'S PERSONAL
There are lots of ways to measure employee
engagement levels, including performance
reviews, call audits and satisfaction
surveys, but probably the very best way is
to have regular, face-to-face conversations
with employees and ask simply, "How's it
going?" Employees who feel that their work
is truly valued and their voices are heard
are happier than those who feel like just
another cog in the wheel.
"The very first step is for managers to get
to know each person on their team," Conklin
said. "If employees are becoming disengaged,
there are tools you can use to reengage them.
But first it's about getting to know them to
identify and figure out the issue, and then
working to solve it."
Anne Rosso May is editor of Collector
magazine.

MANAGERS, LEVEL UP!
GIVE YOURSELF A TRAINING BOOST

ACA International offers several management training
products to help inspire your team, such as methods
to overcome dialing fatigue and acquiring new approaches
in working with different personalities to maximize
collection success. Check out all the options in the ACA
Store at www.acainternational.org/shop.

COLLECTOR 08.17

KEYNOTES

1

Disengaged employees
may not be paying
attention to what they are
saying to consumers or how
they process paperwork,
exposing your company to
serious compliance risks.

2

Employees value leaders
who are transparent and
demonstrate respect for
staff. Open communication
is key to earning trust.

3

Managers should
be communicating
corporate goals and tying
them to specific actions
employees at all levels
take every day.
25

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

President's Page
Industry News
Best Practices
FYI
Collection Tips
Window of Opportunity
A Rising Tide Lifts All Boats
Setting Things in Motion
Calendar
Honor Roll
ACA Members Contribute to Successful Collectors Challenge Month
School Tides
Finding Balance
D.C. Circuit Court Holds Oral Argument in Appeal Over Constitutionality of CFPB
Compliance
ACA SearchPoint
Last Word
Collector - August 2017 - Cover1
Collector - August 2017 - Cover2
Collector - August 2017 - 1
Collector - August 2017 - 2
Collector - August 2017 - President's Page
Collector - August 2017 - Industry News
Collector - August 2017 - 5
Collector - August 2017 - Best Practices
Collector - August 2017 - 7
Collector - August 2017 - FYI
Collector - August 2017 - 9
Collector - August 2017 - Collection Tips
Collector - August 2017 - 11
Collector - August 2017 - Window of Opportunity
Collector - August 2017 - 13
Collector - August 2017 - 14
Collector - August 2017 - 15
Collector - August 2017 - 16
Collector - August 2017 - 17
Collector - August 2017 - A Rising Tide Lifts All Boats
Collector - August 2017 - 19
Collector - August 2017 - 20
Collector - August 2017 - 21
Collector - August 2017 - 22
Collector - August 2017 - 23
Collector - August 2017 - 24
Collector - August 2017 - 25
Collector - August 2017 - Setting Things in Motion
Collector - August 2017 - 27
Collector - August 2017 - Calendar
Collector - August 2017 - Honor Roll
Collector - August 2017 - 30
Collector - August 2017 - 31
Collector - August 2017 - ACA Members Contribute to Successful Collectors Challenge Month
Collector - August 2017 - 33
Collector - August 2017 - 34
Collector - August 2017 - 35
Collector - August 2017 - School Tides
Collector - August 2017 - 37
Collector - August 2017 - Finding Balance
Collector - August 2017 - 39
Collector - August 2017 - 40
Collector - August 2017 - 41
Collector - August 2017 - D.C. Circuit Court Holds Oral Argument in Appeal Over Constitutionality of CFPB
Collector - August 2017 - 43
Collector - August 2017 - Compliance
Collector - August 2017 - 45
Collector - August 2017 - ACA SearchPoint
Collector - August 2017 - 47
Collector - August 2017 - Last Word
Collector - August 2017 - Cover3
Collector - August 2017 - Cover4
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