Collector - August 2017 - 7
TOP 5 REASONS NEW HIRES FAIL
to pick up the phone. Others would pick
up the phone while asking, 'What should
I do?' We would tell them we want them
to wing it and attempt to collect the mock
account. Primarily what we were looking for
would be to see how the candidate reacted
to the situation and to let them hear some
of the common reasons and explanations
consumers give for not paying their debt."
HELPING THEM THRIVE
Once hired, these new collectors may need
a longer training period than people with
Source: Leadership IQ
previous collection experience. Variety will
help keep them engaged. Group training
sessions give new hires an opportunity to
make friends with other collectors while
one-on-one sessions allow you to go at a
pace suitable for each individual.
Give new hires a strong support system.
You might want to group all trainees in one
area, giving them time to acclimate to the
job before they transition to the sometimesintimidating larger collection floor.
In their first 90 days on the job, all new
hires at NACS are assigned a seasoned
mentor who is available to answer
questions and offer tips. To motivate
and reward experienced employees for
participating in this relationship, Bunton
gives them a monthly $75 bonus. After the
90 days are up, every time that new hire
meets his monthly goal for the first year
of his employment, the mentor gets $25.
If the new hire exceeds expectations, the
mentor gets $50.
"Mentors can have up to five people on
their mentor team who they are essentially
making money off of because they are helping
them get to a higher level," Bunton explained.
To keep their early momentum going,
continue to set realistic goals for your new
hires and provide regular performance reviews.
"Don't set them up for failure," Fleming
said. "Slowly move them forward by giving
them goals they can reach. It's important
they know when they are doing something
right and when they are doing something
wrong. In our training we tell them that
they are going to get a lot of coaching.
Don't take it personally when we show you
where you went wrong. You're new. This is
how you learn."
Anne Rosso May is editor of Collector