Collector - May 2018 - 28
"The days of so-called
employees who are
so talented they may
company policy without
what they are doing on the phones because
they could lose money," Conklin noted.
"And when they realize they can increase
their pay [by complying with policies and
procedures,] they start to change their
Bender stressed the importance of
catching employees in teachable moments,
either positive or negative, and explaining
the right course of action in that situation.
Creative training approaches also play
a key role here. Giving collectors regular
compliance-oriented games, showing
short videos or implementing learning
widgets can help drive home your
"Learning things by rote may not
be nearly as important as emphasizing
that there is no shame in asking for
clarification or help-or taking a moment
to look up the answer when it is not
known," Bender said.
POLICIES, PROCEDURES AND
OTHER FINE PRINT
Employees won't follow policies they
don't understand-or know about-so
setting clear expectations of correct
behaviors is key.
Your policies should be in writing and
easily accessible by staff so everyone
has a clear understanding of the
consequences for policy violations. These
consequences should be proportional and
objective-if you do X, the consequence
will be Y. Talk to your team about the
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