Collector – October 2019 - 33

What's the Scenario?
Training tips from ACA International
member experts.

T

his month we talk to Ximena Cuellar, call center trainer for Contract
Callers Inc., to learn the approach she takes when it comes to training
experienced agents who may be entrenched in their habits and less open to
learning new techniques.
The Problem: Experienced and
Newbie Collectors Have Different
Training Needs

ACA Achievements:
Credit and Collection
Compliance Attorney,
Professional Collection
Specialist, Trainer
Specialist Program,
Fellow, Scholar and
Members Attorney
Program designations.

Training experienced agents can
sometimes be challenging due to their
preformed habits and resistance to
change. I have noticed when training
experienced and non-experienced agents
in the same class that there seems to
be an uneven understanding of the
information provided. Whenever I
check to see if the information is being
retained, experienced agents would
respond "Yes!" even though I could see
that they had not been engaged during
the training, whereas non-experienced
agents would stay quiet. I believe this
was due to the intimidation factor of
being in a room with veteran agents.

The Solution: Split Them Up and
Then Bring Them Together
First, I broke up the training classes
so the experienced agents and new
agents were separated. This was
helpful because I was able to teach the
experienced agents some adjustments
between what they'd done in previous
agencies versus the CCI way and I was
able to really spend time with the newer

COLLECTOR 10.19

agents, answering their questions and
explaining our processes.
Then I brought both groups together
again. I found that using the knowledge
experienced agents bring to the table and
empowering them to help the newbies
provided a turnaround in the entire class's
attitude, approach and engagement.
When partnering the pros with the
amateurs, I realized that the pros were able
to discuss different scenarios they came
across when they first started collections
and how they overcame obstacles. I think
it really brought the entire class together
and ultimately created an atmosphere of
camaraderie and comprehension.
Plus, even I learned something! Some
of the experienced agents shared that they
had a "three-minute rule" for each call. It
usually takes about 30 seconds to verify
the identity of the consumer, and then
after that you can gauge the consumer's
sources of income, intentions and so on.
If in three minutes you're not ready to
negotiate or discuss payment options, it
might be time to move on. I incorporated
that technique into my training and it's
really boosted efficiency.
Reported by Anne Rosso May.

33



Collector – October 2019

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

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Accessibility From Every Angle
Information Transformation
Calendar
Honor Roll
Education Spotlight
Behind the Name
A.I. is Transforming Compliance. Are You Ready?
What to Watch in 2020
ACA’s Industry Advancement Program Provides Amicus Support in Key FDCPA Statute of Limitations Issue
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – October 2019 - Cover1
Collector – October 2019 - Cover2
Collector – October 2019 - 1
Collector – October 2019 - 2
Collector – October 2019 - 3
Collector – October 2019 - 4
Collector – October 2019 - President’s Page
Collector – October 2019 - Industry News
Collector – October 2019 - 7
Collector – October 2019 - 8
Collector – October 2019 - 9
Collector – October 2019 - Best Practices
Collector – October 2019 - 11
Collector – October 2019 - FYI
Collector – October 2019 - 13
Collector – October 2019 - Collection Tips
Collector – October 2019 - 15
Collector – October 2019 - 16
Collector – October 2019 - 17
Collector – October 2019 - 18
Collector – October 2019 - 19
Collector – October 2019 - Accessibility From Every Angle
Collector – October 2019 - 21
Collector – October 2019 - 22
Collector – October 2019 - 23
Collector – October 2019 - Information Transformation
Collector – October 2019 - 25
Collector – October 2019 - 26
Collector – October 2019 - 27
Collector – October 2019 - 28
Collector – October 2019 - 29
Collector – October 2019 - Calendar
Collector – October 2019 - Honor Roll
Collector – October 2019 - Education Spotlight
Collector – October 2019 - 33
Collector – October 2019 - Behind the Name
Collector – October 2019 - 35
Collector – October 2019 - A.I. is Transforming Compliance. Are You Ready?
Collector – October 2019 - 37
Collector – October 2019 - What to Watch in 2020
Collector – October 2019 - 39
Collector – October 2019 - 40
Collector – October 2019 - 41
Collector – October 2019 - ACA’s Industry Advancement Program Provides Amicus Support in Key FDCPA Statute of Limitations Issue
Collector – October 2019 - 43
Collector – October 2019 - ACA SearchPoint
Collector – October 2019 - Ad Index
Collector – October 2019 - Membership
Collector – October 2019 - 47
Collector – October 2019 - Last Word
Collector – October 2019 - Cover3
Collector – October 2019 - Cover4
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