Collector - May 2018 - 28

"The days of so-called
'diva collectors'-
employees who are
so talented they may
sometimes flout
company policy without
consequence-are over."

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
behavior too."
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
compliance expectations.
"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

Let us ensure you have the
best cyber liability coverage
for your business.
CORNERSTONESUPPORT.COM
770-691-1168

28

ACAINTERNATIONAL.ORG


http://www.CORNERSTONESUPPORT.COM http://www.ACAINTERNATIONAL.ORG

Table of Contents for the Digital Edition of Collector - May 2018

Upfront
Industry News
Best Practices
FYI
Collection Tips
Off to a Running Start
On the Ball
ACA International’s 2018 Convention and Expo Highlights
Calendar
Honor Roll
Building a Case for Continuous Education
Hire Like a Pro
Getting Ahead
ACA Responds to Misleading ACLU Report on Debt Collection Industry
ACA Wins Legal Challenge Against FCC’s TCPA Declaratory Ruling and Order
Compliance
ACA SearchPoint
Last Word
Collector - May 2018 - Cover1
Collector - May 2018 - Cover2
Collector - May 2018 - 1
Collector - May 2018 - 2
Collector - May 2018 - 3
Collector - May 2018 - Upfront
Collector - May 2018 - 5
Collector - May 2018 - Industry News
Collector - May 2018 - 7
Collector - May 2018 - 8
Collector - May 2018 - 9
Collector - May 2018 - 10
Collector - May 2018 - 11
Collector - May 2018 - Best Practices
Collector - May 2018 - 13
Collector - May 2018 - FYI
Collector - May 2018 - 15
Collector - May 2018 - Collection Tips
Collector - May 2018 - 17
Collector - May 2018 - Off to a Running Start
Collector - May 2018 - 19
Collector - May 2018 - 20
Collector - May 2018 - 21
Collector - May 2018 - 22
Collector - May 2018 - 23
Collector - May 2018 - On the Ball
Collector - May 2018 - 25
Collector - May 2018 - 26
Collector - May 2018 - 27
Collector - May 2018 - 28
Collector - May 2018 - 29
Collector - May 2018 - ACA International’s 2018 Convention and Expo Highlights
Collector - May 2018 - 31
Collector - May 2018 - 32
Collector - May 2018 - 33
Collector - May 2018 - 34
Collector - May 2018 - 35
Collector - May 2018 - 36
Collector - May 2018 - 37
Collector - May 2018 - 38
Collector - May 2018 - 39
Collector - May 2018 - Calendar
Collector - May 2018 - Honor Roll
Collector - May 2018 - Building a Case for Continuous Education
Collector - May 2018 - 43
Collector - May 2018 - Hire Like a Pro
Collector - May 2018 - 45
Collector - May 2018 - Getting Ahead
Collector - May 2018 - 47
Collector - May 2018 - ACA Responds to Misleading ACLU Report on Debt Collection Industry
Collector - May 2018 - 49
Collector - May 2018 - ACA Wins Legal Challenge Against FCC’s TCPA Declaratory Ruling and Order
Collector - May 2018 - 51
Collector - May 2018 - Compliance
Collector - May 2018 - 53
Collector - May 2018 - ACA SearchPoint
Collector - May 2018 - Last Word
Collector - May 2018 - 56
Collector - May 2018 - Cover3
Collector - May 2018 - Cover4
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