Collector – November 2019 - 24

These scenarios can be described in
scoring guidelines that accompany the
rubric. For example:
Item to be scored: Described repayment
options accurately, including consequences of
nonpayment.
* The call passes if the collector dispels the
consumer's expressed false belief, as in:
Consumer: "I guess you'll just have to
sue me."
Collector: "Mr. Jones, the balances on
your accounts do not meet our criteria
for legal action. I'd like to work with you
today to set up a payment plan that you
are comfortable with."
* The call fails if the collector does not
clarify or dispel the consumer's mistaken
belief, as in:
Consumer: "I guess you'll just have to
sue me."
Collector: "Setting up a payment
arrangement today will prevent that from
happening."

WEIGHTING PERFORMANCE
The rubric or guideline should identify
items that are an "automatic fail" if missed.
For example, you may determine that a
failure to verify you are speaking with a
right party and launching into a patient's
emergency room visit details is an "auto
fail." Consider client and compliance
expectations to determine which items and
associated behavior would cause someone
to fail the audit as opposed to scoring a zero
or "no" on a single line item.
Once your call listening program takes
shape, you may wish to evolve to assigning
different point values to individual line
items, essentially creating weighted items.
Your rubric can drive the weighting for each
item. Weighting items creates a scale for
behaviors that depend on your tolerance
for non-conformance. Consider which
behaviors are undesirable yet tolerable versus
behaviors that are absolutely undesirable and
intolerable.
Alternatively, you can make every item
have the same value, but identify more
"auto fails" so that collectors can see that
but for a circumstance that was an "auto

fail" they would have had a "passing"
score on a particular call. Consider the
alternatives from a morale perspective-
which alternative makes sense as it relates
to the culture and atmosphere of your
organization? Also consider how a client,
regulator or prospect might interpret your
call evaluation strategies.

CONDUCT CALIBRATION
SESSIONS
Despite your best intentions, having one or
more independent folks score or evaluate
calls may be intimidating at worst and
confusing at best. We all have different
experiences and may interpret things in
unexpectedly different ways. Calibration
sessions will not only add transparency to
this process but will foster teamwork as
stakeholders learn each other's preferences
and priorities and can rely on your call
listening strategies to pave the way toward
more consensus. The reason to commit to
call calibration sessions is to work toward
the objective of having calls scored in a
way that is consistent and predictable. You
can expect calibrations to season your call
listening program with lots of fairness.
Time for meeting is usually in high
demand, so get in the habit of keeping
calibration sessions limited to a set agenda
and time window. Pre-circulate calls
and their accompanying scoring even if
you plan to listen to all or a portion of
the calls as a group. Invite everyone to
score the calls independently and submit
completed evaluation forms to the meeting
facilitator, who can compile scores and tag
inconsistently scored items for discussion.
During the meeting, the facilitator can
share the findings and queue up calls that
evaluators disagree on. Reviewing the rubric
and scoring guidelines and discussing what
occurred on the call should help bring the
group to consensus.

PROVIDING FEEDBACK TO
COLLECTORS
If behavior changes are expected and
required, you must provide and be
open to feedback. There are several

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

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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