Collector - April 2018 - 32
POWER OF PRAISE
Nicole Aragon-Weathers, vice president of production for
CollectionCenter Inc., gives us an example of what her
collectors do to earn kudos and how a single consumer
comment can have a company-wide impact.
The collector is on the phone with a consumer, who is
struggling to understand what she owes and how she
will pay it. The collector listens to what the consumer is
saying, and then begins reviewing the account to see if
she can find a solution to the consumer's problem.
The collector points out that some of the consumer's
overdue accounts were part of a workers' compensation
case, and she provides the consumer with the statements
she needs for reimbursement. Then the collector works
with the consumer to settle the remaining balance.
At the end of the call, the consumer asks to speak to one
of CollectionCenter's supervisors.
The consumer tells the supervisor: "Your collector
is amazing! I couldn't figure any of this out. Without
CollectionCenter's help, I still wouldn't know what I owe.
When I saw it was a collection agency contacting me, I
was scared and stressed. Dealing with your collector was
like dealing with a family member. Thank you so much."
The company posts the compliment on the "shoutout" section of its intranet. This gives other employees
a chance to see the accomplishment, comment on it
and give it a "like," much as they would on social media.
CollectionCenter also gives the collector points to add
to her internal rewards card, which can be redeemed for
items like gift cards and appliances.
Bartl said that sharing positive feedback
like this "is extremely important because
it validates [collectors'] efforts, reinforces
their approach and spotlights their
At Alliance Collection Agencies, after
collectors provide the opening legal
disclosures on a collection call, they
promise they will be respectful and
maintain the consumer's dignity. And
at the end of each call, collectors ask
consumers if they have fulfilled that
promise. Olson said consumers' responses
are documented, monitored and managed
to ensure that the collectors' behaviors
align with the company's consumercentric values.
"Because these types of responses
are specifically documented as well as
verified and reported with voice-totext analytics, they are directly tied into
monthly quality evaluations and annual
reviews for our staff," Olson said. "We
expect this type of behavior as part of our
cultural values so our staff are recognized
for exemplifying these values on a
Professional Recovery Consultants also
uses its speech analytics system to identify
consumer compliments during collection
calls. The company's compliance officer
keeps a running log of these compliments,
which are displayed on TVs throughout
the collection floor and read at biweekly
Dusty Vigil, COO at NACS, noted
that "call center work is hard work, and
so whenever a collector goes above and
beyond, so much so that a consumer feels
inclined to compliment the work, we think
it's important to honor the compliment and
share it with our staff."
NACS allots a portion of its monthly
budget to rewarding collectors who
receive positive feedback, usually through
gift cards to places like Starbucks,
Walmart and local gas stations. Vigil said
this recognition not only boosts morale,
but also affirms to staff that people
appreciate being treated with compassion,
kindness and patience.