Collector - November 2017 - 9

BESTPRACTICES

14%
Increase in production
when employees are
encouraged to innovate.
Source: O.C. Tanner

INCREASING EMPLOYEE BUY-IN

"Something that may
not seem important
to us is often very
important to them."

refrigerators that need to be cleaned, a
water filter that needs to be checked or a
light that is out in the parking lot," she said.
In those instances, Tucker tells the
employee that while the issue isn't quite
appropriate for the EPIC agenda, she'll
route the request to the appropriate
party-and then she circles back with the
employee when the problem has been
addressed.

ENACTING THE IDEAS
After each meeting, Tucker and her selfpay support staff member go through the
agenda line by line, reviewing each item
that was voted to be implemented and

COLLECTOR 11.17

deciding what needs to be done to make
it happen.
Some of the policy changes that have
come from EPIC are big and take time
to put together, such as using email to
communicate with consumers, developing
more flexible work schedules or creating
a new training class. Other changes have
been a bit easier to implement, like colorcoding accounts on collectors' computer
screens.
"Miller and I were laughing the other day
about how we came out of the most recent
EPIC meeting and he went straight to his
desk and made four changes right away,"
Tucker said.

Recognition is a key part of Professional
Account Services' approach to process
improvement.
"As we roll changes out, I'll send emails
to the staff letting them know what we're
doing," Tucker said. "I'll say: This was an
idea from EPIC and this is the change we're
making as a result. And I always give kudos
to whoever brought it up."
This serves two purposes: first, it
celebrates employees who are working to
make the company better, and second, it
can help make potentially tough changes
easier to swallow. New policies that may
change collectors' daily workflow can be
easier to accept if employees know why they
are happening-and that fellow collectors
have already given their stamp of approval
to the changes.
"We don't think about some of the stuff
collectors bring up in EPIC meetings
because we're not out there driving the
system like they are," Tucker said. "They will
bring up a new idea and Miller and I will
look at each other and say, 'Why didn't we
think of that?'"
Anne Rosso May is editor of Collector
magazine.

09



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

Upfront
Industry News
Best Practices
FYI
Collection Tips
Making the Right Choice
Getting Your Ducks in a Row
Highlight Reel
Putting it all Together
Calendar
Honor Roll
On Call
Hire Purpose
CFPB Pursues Two Student Loan Servicers
Compliance
ACA SearchPoint
Last Word
Collector - November 2017 - Cover1
Collector - November 2017 - Cover2
Collector - November 2017 - 1
Collector - November 2017 - Upfront
Collector - November 2017 - 3
Collector - November 2017 - Industry News
Collector - November 2017 - 5
Collector - November 2017 - 6
Collector - November 2017 - 7
Collector - November 2017 - Best Practices
Collector - November 2017 - 9
Collector - November 2017 - FYI
Collector - November 2017 - 11
Collector - November 2017 - Collection Tips
Collector - November 2017 - 13
Collector - November 2017 - Making the Right Choice
Collector - November 2017 - 15
Collector - November 2017 - 16
Collector - November 2017 - 17
Collector - November 2017 - Getting Your Ducks in a Row
Collector - November 2017 - 19
Collector - November 2017 - 20
Collector - November 2017 - 21
Collector - November 2017 - 22
Collector - November 2017 - 23
Collector - November 2017 - 24
Collector - November 2017 - 25
Collector - November 2017 - Highlight Reel
Collector - November 2017 - 27
Collector - November 2017 - 28
Collector - November 2017 - 29
Collector - November 2017 - 30
Collector - November 2017 - 31
Collector - November 2017 - Putting it all Together
Collector - November 2017 - 33
Collector - November 2017 - 34
Collector - November 2017 - 35
Collector - November 2017 - Calendar
Collector - November 2017 - Honor Roll
Collector - November 2017 - On Call
Collector - November 2017 - 39
Collector - November 2017 - Hire Purpose
Collector - November 2017 - 41
Collector - November 2017 - CFPB Pursues Two Student Loan Servicers
Collector - November 2017 - 43
Collector - November 2017 - Compliance
Collector - November 2017 - 45
Collector - November 2017 - ACA SearchPoint
Collector - November 2017 - 47
Collector - November 2017 - Last Word
Collector - November 2017 - Cover3
Collector - November 2017 - Cover4
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