Collector - May 2018 - 44
Hire Like a Pro
Pamela Kirchner's upcoming ACA online seminar will tackle a universal challenge:
how to find and keep great employees.
By Anne Rosso May
e live in a time when people trust
reviews they read online as much
as a personal recommendation,
which is part of the reason why the website
Glassdoor, which gives current and former
employees-32 million each month-a
forum to post anonymous company reviews,
wields such power.
Take, for instance, this comment posted
on Glassdoor about BCA Financial Services
Inc., an accounts receivable management
firm in Florida: "The best part about working
at BCA is definitely the people. I have
amazing co-workers who make coming to
This review did not go unnoticed by
BCA leadership, which promptly posted a
response: "Wow, thank you so much for your
kind words! It is sincerely appreciated. Yes,
we definitely have a great team who work
hard and love to have some fun in between."
In fact, almost every review about BCA
on Glassdoor-positive and negative-
is followed up with a thoughtful reply
from CEO and owner Pamela Kirchner,
who believes that this type of open
communication is one of the keys to building
a strong team.
As Kirchner prepares to debut her
new ACA Hot Topic online seminar,
Recruitment and Retention, on May 17,
Collector magazine spoke with the busy
executive about the challenges of finding
collection professionals and how to address
generational shifts in the workforce.
they will increase their headcount over
the next year, I think most industries are
experiencing a skills shortage: High demand
meets lack of available resources.
Although it can be a very rewarding
career, as we all know not everyone grows
up aspiring to be a bill collector, not
everyone is comfortable asking for money
and not everyone enjoys spending their
entire day on the telephone. Compared to
just a few years ago, candidates now have
far more power during the job search.
That means businesses don't pick talent
anymore-talent picks you.
What are some challenges
collection agencies face when it
comes to hiring and recruitment? Why
is it so tough?
With low unemployment rates and
more than half of employers saying
Once companies have good
employees on staff, what can they
do to keep them?
Focus on the "employee experience,"
which includes every interaction
from their first contact as an applicant