Collector – June 2019 - 33

1IN2

employees have left
their job to get away
from their manager.
Source: Gallup

our way up. We try to give employees the
same opportunities we had."
Whether through structured projects or
informal discussions, encouraging collectors
to help each other and build friendships can
build a more engaged team.
Gallup research indicates that employees
who have a best friend at work are seven
times more likely to be engaged in their jobs,
are better at engaging customers, produce
higher quality work and have a greater sense
of well-being.
RTR's promotion of a family-like
environment includes company events.
Each month, employees gather for
bagels and donuts to recognize employee
birthdays. As part of the company's 20year anniversary, employees brought their
spouses and kids to a family day event. And
RTR encourages employees to participate
in company-organized charity events that
benefit the community.
"It is so important to assure reps they're
not just filling a seat," said Angela Tooze,
manager of client services at RTR. "We
recognize our reps and celebrate their
achievements. In fact, that happens to be
one of the reasons I love coming to work.
Promoting a great work culture is one of the
most important things we do at RTR, and
one of the reasons the company is successful.
Everyone knows they matter."
Employee recognition can take many
forms. In addition to birthdays and

COLLECTOR 06.19

anniversaries, most collection agencies
recognize collector achievements through
collection contests and incentives.
Collectors are motivated, in part, by money,
so tying bonuses to these goals certainly
helps build engagement. Using group goals
in addition to individual goals can have the
additional benefit of bonding employees
and boosting team morale.
"There's a ton of recognition involved
in what we do," True said. "If someone
has worked really hard on an account, we
recognize them in front of the whole team.
If someone is rocking it out of the park, we
may give a raise quicker than scheduled. If
we get compliments from consumers and
clients directly, we're pushing those out to
the whole team as well because it reinforces
how we expect them to act."
At Secured Resolutions, client compliments
are common and are lauded. Collectors are
given the autonomy to work directly with
clients. Sometimes the collector may need to
track down additional information about an
account or pass along insurance information
that the consumer hadn't previously disclosed
to the client.
This contact helps break up collectors'
tasks from accepting inbound calls or
placing outbound calls, and reinforces the
importance of their work for the client.
"There's a lot of interaction between
collector and client," True said. "Our clients
love our team because they talk to them all
the time. This builds loyalty between our
team and theirs."
Ultimately, keeping employees engaged
requires an ongoing, concerted effort from
owners, management and collectors alike.
It's not a matter of simply adding a new
contest or spending more money on the
employee holiday party. Engagement needs
to be interwoven throughout the company
culture, demonstrated by example and
reinforced through actions.
"Culture is not a part-time job from a
leadership perspective, and it has to start
with ownership," True said.
Tim Dressen is a communications consultant
and former editor of Collector magazine.

KEYNOTES

1

Employee engagement
requires ongoing effort
that goes beyond routine
collection contests.

2

Continually reminding
employees how their
jobs relate to the overall
company mission helps
build a sense that they are
part of something larger.

3

Capitalizing on
employees' personal
goals and strengths can
benefit the company and
inspire other employees
to achieve.
33



Collector – June 2019

Table of Contents for the Digital Edition of Collector – June 2019

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Adapting to a New Environment
“Today agencies realize this is an opportunity to help the consumer.”
ACA International’s 2019 Convention & Expo
Close the Revolving Door
Calendar
Honor Roll
Education Spotlight
Ask the Experts: Small Talk
Growing into the Industry
Exploring STIR/SHAKEN
CFPB Releases Proposed Debt Collection Rule
Industry Advancement Program Helps Member Defeat FDCPA Claim in Ninth Circuit
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – June 2019 - Cover1
Collector – June 2019 - Cover2
Collector – June 2019 - 1
Collector – June 2019 - 2
Collector – June 2019 - 3
Collector – June 2019 - Industry News
Collector – June 2019 - President’s Page
Collector – June 2019 - 6
Collector – June 2019 - 7
Collector – June 2019 - 8
Collector – June 2019 - 9
Collector – June 2019 - Best Practices
Collector – June 2019 - 11
Collector – June 2019 - FYI
Collector – June 2019 - 13
Collector – June 2019 - 14
Collector – June 2019 - 15
Collector – June 2019 - Collection Tips
Collector – June 2019 - 17
Collector – June 2019 - Adapting to a New Environment
Collector – June 2019 - 19
Collector – June 2019 - 20
Collector – June 2019 - 21
Collector – June 2019 - Close the Revolving Door
Collector – June 2019 - “Today agencies realize this is an opportunity to help the consumer.”
Collector – June 2019 - ACA International’s 2019 Convention & Expo
Collector – June 2019 - 25
Collector – June 2019 - 26
Collector – June 2019 - 27
Collector – June 2019 - 28
Collector – June 2019 - 29
Collector – June 2019 - 30
Collector – June 2019 - 31
Collector – June 2019 - 32
Collector – June 2019 - 33
Collector – June 2019 - Calendar
Collector – June 2019 - Honor Roll
Collector – June 2019 - Education Spotlight
Collector – June 2019 - 37
Collector – June 2019 - Ask the Experts: Small Talk
Collector – June 2019 - 39
Collector – June 2019 - Growing into the Industry
Collector – June 2019 - 41
Collector – June 2019 - Exploring STIR/SHAKEN
Collector – June 2019 - 43
Collector – June 2019 - CFPB Releases Proposed Debt Collection Rule
Collector – June 2019 - 45
Collector – June 2019 - Industry Advancement Program Helps Member Defeat FDCPA Claim in Ninth Circuit
Collector – June 2019 - 47
Collector – June 2019 - ACA SearchPoint
Collector – June 2019 - Ad Index
Collector – June 2019 - Membership
Collector – June 2019 - 51
Collector – June 2019 - Last Word
Collector – June 2019 - Cover3
Collector – June 2019 - Cover4
http://online.collector.com/collectormagazine/201906/
http://online.collector.com/collectormagazine/201905/
http://online.collector.com/collectormagazine/201904/
http://online.collector.com/collectormagazine/201903/
http://online.collector.com/collectormagazine/201902/
http://online.collector.com/collectormagazine/201901/
http://online.collector.com/collectormagazine/201812/
http://online.collector.com/collectormagazine/201811/
http://online.collector.com/collectormagazine/201810/
http://online.collector.com/collectormagazine/201809/
http://online.collector.com/collectormagazine/201808/
http://online.collector.com/collectormagazine/201807/
http://online.collector.com/collectormagazine/201806/
http://online.collector.com/collectormagazine/201805/
http://online.collector.com/collectormagazine/201804/
http://online.collector.com/collectormagazine/201803/
http://online.collector.com/collectormagazine/201802/
http://online.collector.com/collectormagazine/201801/
http://online.collector.com/collectormagazine/201712/
http://online.collector.com/collectormagazine/201711/
http://online.collector.com/collectormagazine/201710/
http://online.collector.com/collectormagazine/201709/
http://online.collector.com/collectormagazine/201708/
http://online.collector.com/collectormagazine/201707/
http://online.collector.com/collectormagazine/201706/
http://online.collector.com/collectormagazine/201705/
http://online.collector.com/collectormagazine/201704/
http://online.collector.com/collectormagazine/201703/
http://online.collector.com/collectormagazine/201702/
http://online.collector.com/collectormagazine/201701/
http://online.collector.com/collectormagazine/201612/
http://online.collector.com/collectormagazine/201611/
http://online.collector.com/collectormagazine/201610/
http://online.collector.com/collectormagazine/201609/
http://online.collector.com/collectormagazine/201608/
http://online.collector.com/collectormagazine/201607/
http://online.collector.com/collectormagazine/201606/
http://online.collector.com/collectormagazine/201605/
http://online.collector.com/collectormagazine/201604/
http://online.collector.com/collectormagazine/201603/
http://online.collector.com/collectormagazine/201602/
http://online.collector.com/collectormagazine/201601/
http://online.collector.com/collectormagazine/201512/
http://online.collector.com/collectormagazine/201511/
http://online.collector.com/collectormagazine/201510/
http://online.collector.com/collectormagazine/201509/
http://online.collector.com/collectormagazine/201508/
http://online.collector.com/collectormagazine/201507/
http://www.nxtbookMEDIA.com