Collector – July 2019 - 39

What's the Scenario?

Get training tips from ACA International
member experts based on their
real-world experiences.

ACA Awards:

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Certified Collection Executives,
Healthcare Collection
Management, Professional
Collection Specialist, Training
Specialist Program, Credit
and Collection Compliance
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Collection Management,
Professional Collection
Specialist designations;
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Instructor of the Year Award,
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Achievement Award

Did You Know?
ACA's flagship
designation for collection
communications training
has had many names
over the years. Today,
there are nearly 4,000
active Professional
Collection Specialists
(PCS)
in the02.
field.
07.
19
COLLECTOR

T

his month we talk to Dani Brownlee, collections trainer for Trellis
Company, to learn how she tapped into employees' basic instincts
(competition and a love of candy) to help keep them engaged in the
company's Fair Debt Collection Practices Act training sessions.
The Problem: Annual Compliance
Training Sessions Get Repetitive

At Trellis Company, FDCPA training is an
annual event, but we have very experienced
collectors and little turnover. So, the
training can get repetitive. It's hard on a
trainer when the audience isn't engaged and
learning something new. I can only share
so many jokes and stories about collection
calls. At this point, they're pretty familiar
with my material. But the FDCPA is critical
to their daily work, and this is information
our collectors need to know inside and out.

The Solution: Use Board Games to
Help Re-Engage Employees
I created an FDCPA board game for staff
to play. It's essentially a classic board
game, but I developed questions about the
FDCPA and how it applies to collectors'
phone conversations with consumers. I
also check in with our quality assurance
team and supervisors to see if there are any
specific compliance issues they're hearing
on the calls. If they see a trend, I'll create
questions on those topics as well.
Essentially, I wanted to use a game that
didn't require too much strategy, so the team
could focus more on the questions rather
than, "Should I move here or there?"
There are only four game pieces in most
board games, so I group players into teams.
Before the players can draw a card and move

their game piece, they have to answer an
FDCPA question correctly. I let them discuss
each question with their team members before
responding. If they don't answer the question
correctly, I'll pause the game and talk about
why they answered the way they did. I want to
help them get to the right answer. Then I'll tuck
that card back into the deck. When it comes
up again, someone in the room will have the
opportunity to answer it correctly. It's a good
way to help the team retain the information.
The game generally takes about an hour to
play, and I have little bags of candy or swag
to give the winners.
I also provide training for Trellis'
subsidiary collections company, and I use
the game to help those employees review
for their new-hire FDCPA test. It's a good
way for them to de-stress before the test,
especially for those who may have test
anxiety and get very nervous because they
know they have to pass at 100 percent. I
try to reassure and remind them, "You
answered all these questions easily! The test
will be no problem."
It's surprising how much people who
aren't typically "game players" and who don't
like to participate in goofy activities will
get into it. They get very competitive. It's
probably the most fun FDCPA training I've
ever done.
Reported by Anne Rosso May.

39



Collector – July 2019

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

Upfront
Industry News
Best Practices
FYI
Collection Tips
What you need to know about the CFPB’s proposed new rule for the debt collection industry
“I don’t know about you, but I’ve literally never received a telegram and wouldn’t even know how to send one.”
Celebrating 80 Years of Helping Members Succeed
How Does ACA Help Members Succeed?
A History of Advocacy
8 Decades of ACA’s Annual Convention
Calendar
Honor Roll
Education Spotlight
Tell It Like It Is: Washington Hears From ACA Members
Collectors Challenge 2019: Getting Creative for a Good Cause
Balance it Out
Balance Billing Challenges Continue
It’s All About You: Helping Members Succeed
Sandbox Rules
What is a Product Sandbox?
in 11th Circuit Case Examining What Constitutes an ATDS
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – July 2019 - Cover1
Collector – July 2019 - Cover2
Collector – July 2019 - 1
Collector – July 2019 - 2
Collector – July 2019 - 3
Collector – July 2019 - Upfront
Collector – July 2019 - 5
Collector – July 2019 - Industry News
Collector – July 2019 - 7
Collector – July 2019 - 8
Collector – July 2019 - 9
Collector – July 2019 - Best Practices
Collector – July 2019 - 11
Collector – July 2019 - FYI
Collector – July 2019 - 13
Collector – July 2019 - Collection Tips
Collector – July 2019 - 15
Collector – July 2019 - What you need to know about the CFPB’s proposed new rule for the debt collection industry
Collector – July 2019 - 17
Collector – July 2019 - “I don’t know about you, but I’ve literally never received a telegram and wouldn’t even know how to send one.”
Collector – July 2019 - 19
Collector – July 2019 - 20
Collector – July 2019 - 21
Collector – July 2019 - 22
Collector – July 2019 - 23
Collector – July 2019 - Celebrating 80 Years of Helping Members Succeed
Collector – July 2019 - 25
Collector – July 2019 - How Does ACA Help Members Succeed?
Collector – July 2019 - 27
Collector – July 2019 - 28
Collector – July 2019 - 29
Collector – July 2019 - A History of Advocacy
Collector – July 2019 - 31
Collector – July 2019 - 8 Decades of ACA’s Annual Convention
Collector – July 2019 - 33
Collector – July 2019 - 34
Collector – July 2019 - 35
Collector – July 2019 - Calendar
Collector – July 2019 - Honor Roll
Collector – July 2019 - Education Spotlight
Collector – July 2019 - 39
Collector – July 2019 - Tell It Like It Is: Washington Hears From ACA Members
Collector – July 2019 - 41
Collector – July 2019 - Collectors Challenge 2019: Getting Creative for a Good Cause
Collector – July 2019 - 43
Collector – July 2019 - Balance Billing Challenges Continue
Collector – July 2019 - 45
Collector – July 2019 - 46
Collector – July 2019 - 47
Collector – July 2019 - It’s All About You: Helping Members Succeed
Collector – July 2019 - 49
Collector – July 2019 - 50
Collector – July 2019 - 51
Collector – July 2019 - What is a Product Sandbox?
Collector – July 2019 - 53
Collector – July 2019 - in 11th Circuit Case Examining What Constitutes an ATDS
Collector – July 2019 - 55
Collector – July 2019 - ACA SearchPoint
Collector – July 2019 - Ad Index
Collector – July 2019 - Membership
Collector – July 2019 - 59
Collector – July 2019 - Last Word
Collector – July 2019 - Cover3
Collector – July 2019 - Cover4
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