Collector – November 2019 - 22

List the knowledge, skills and actions
you want to evaluate. Determine how
agents' knowledge would be demonstrated
by their behavior. For example, if you want
to evaluate how well agents understand
client processes, you might include
"Accurately described client's billing
practices" on your forms.
Have you had regulatory inquiries or
complaints that touched on certain call
tactics? What is your litigation experience
related to agents' behavior on calls? You can
influence collector behavior by reinforcing
the performance of desired tactics and
enforcing policies prohibiting undesirable
call tactics on your evaluation forms.
If you have clients who require specific
disclosures, courtesies or language that
is not applicable or desirable for other
clients, you may need evaluation forms
that you use solely for those specific
clients. This can reduce confusion among
evaluators and collectors.

"If the form is too hard to use or
presents the review criteria in a
helter-skelter manner, it won't be
used in the way you expect."
FORM DESIGN
Simplicity should be the goal when
designing call evaluation forms. Depending
on your evaluation processes, call auditors,
supervisors, managers and collectors
themselves may use the forms. A simple,
easy-to-use form will help assure consistent
scoring and prevent discrepancies that
may threaten the credibility of your call
evaluation program.
Consider the call flow in your form
design. Collection calls often follow an
expected format; tailoring your form to
this format prevents confusion. Scorers
can miss key pieces of the conversation

22

if they must search around the forms for
applicable items, or they may have to listen
to calls repeatedly to assure they were
scored completely. This wastes time and
may impact the accuracy of your call scores,
which will in turn affect the credibility of
your call evaluation program. If the form
is too hard to use or presents the review
criteria in a helter-skelter manner, it won't
be used in the way you expect.
Use objective evaluation criteria,
especially in compliance call audit forms.
"Yes," "No" and "Not Applicable" will
likely fit your compliance requirements.
For example: The collector identified
the consumer by first and last name; the
collector identified our company by name;
the collector identified the creditor by the
correct name.
When you want to score the collector
on behavior avoidances, state those items
clearly to prevent the double-negative trap.
Try: Used polite and professional language;
set realistic expectations; fairly described
the customer's alternatives.
Your form will only be as credible as
its authors, and you may need to involve
representatives from operations, client
management, legal/compliance and training.
However, if you are pressed for time,
consider letting your client management
team start things rolling with common
or unique client requirements, let legal/
compliance spot any potential risk areas,
engage operations on any talking points
or call strategies, and then present to your
training team to reinforce.
Ask who will be listening to the calls.
Will it be your legal/compliance team? Do
you have a customer experience team? Does
your talent development or training team
run with call listening in your organization?

CREATE THE RUBRIC
A "rubric" is a means of communicating
expectations, providing focused feedback
and assuring consistent scoring. Rubrics
are a summary of the expected standards
and what conduct you'd expect to hear
on a call that would satisfy a listener that
the standard is being met. When used as a

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Collector – November 2019

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

Upfront
Industry News
Best Practices
FYI
Collection Tips
Do Your Policies Measure Up?
The Life-Changing Magic of Tidying Up Your Call Evaluations
The (Slow) Race to Clarify the TCPA
Honor Roll
Calendar
Education Spotlight
ACA’s LevelUp Leadership Experience
Lead the Next Generation Through Mentorship
Texas Tackles the TCPA
Never Give Up
A Resource Every Member Needs
Rising to the Top
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – November 2019 - Cover1
Collector – November 2019 - Cover2
Collector – November 2019 - 1
Collector – November 2019 - 2
Collector – November 2019 - 3
Collector – November 2019 - Upfront
Collector – November 2019 - 5
Collector – November 2019 - Industry News
Collector – November 2019 - 7
Collector – November 2019 - 8
Collector – November 2019 - 9
Collector – November 2019 - Best Practices
Collector – November 2019 - 11
Collector – November 2019 - FYI
Collector – November 2019 - 13
Collector – November 2019 - Collection Tips
Collector – November 2019 - 15
Collector – November 2019 - Do Your Policies Measure Up?
Collector – November 2019 - 17
Collector – November 2019 - 18
Collector – November 2019 - 19
Collector – November 2019 - The Life-Changing Magic of Tidying Up Your Call Evaluations
Collector – November 2019 - 21
Collector – November 2019 - 22
Collector – November 2019 - 23
Collector – November 2019 - The (Slow) Race to Clarify the TCPA
Collector – November 2019 - 25
Collector – November 2019 - 26
Collector – November 2019 - 27
Collector – November 2019 - 28
Collector – November 2019 - 29
Collector – November 2019 - 30
Collector – November 2019 - Honor Roll
Collector – November 2019 - Calendar
Collector – November 2019 - 33
Collector – November 2019 - Education Spotlight
Collector – November 2019 - 35
Collector – November 2019 - ACA’s LevelUp Leadership Experience
Collector – November 2019 - 37
Collector – November 2019 - Lead the Next Generation Through Mentorship
Collector – November 2019 - 39
Collector – November 2019 - Texas Tackles the TCPA
Collector – November 2019 - 41
Collector – November 2019 - Never Give Up
Collector – November 2019 - 43
Collector – November 2019 - A Resource Every Member Needs
Collector – November 2019 - 45
Collector – November 2019 - Rising to the Top
Collector – November 2019 - 47
Collector – November 2019 - ACA SearchPoint
Collector – November 2019 - Ad Index
Collector – November 2019 - Membership
Collector – November 2019 - 51
Collector – November 2019 - Last Word
Collector – November 2019 - Cover3
Collector – November 2019 - Cover4
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