Collector – November 2019 - 25

"Determine whether the deficiency is
rooted in lack of skill or lack of will."

schools of thought regarding who should
provide this feedback, and what you
decide will depend in part on the size
and complexity of your organization-
as well as whether or not any of your
clients expect call reviews or customer
experience evaluations.
At some point it will be critical to involve
the collectors' leaders to assure they are
reinforcing any of the priorities you hope
to accomplish through your call listening
and evaluation program. The results should
be trended as well in order to assure that
legal, compliance and human resources
expectations are being met as well.
As in the instance of calibrations,
advance preparation and a consistent
approach should be used when providing
feedback. While it goes without saying,
having the call queued and the evaluation
results ready to go for each and every
feedback session can also help reduce
worry or anxiety for the collector. Provide
an opportunity for the collector to selfassess portions of the call. Document
the meeting with a form acknowledging
feedback (that can later be added to your
coaching logs or personnel records), which
includes a statement of understanding
and an affirmative commitment to
improve behavior if needed. Do not only
hold feedback sessions over undesirable
conduct. Use your robust call evaluation
program to reinforce exceptional conduct,
including conduct that resulted in
compliments and commendations.
Feedback on distinct performance-related
items can follow a template. If a behavior
deficiency was identified in a call audit, play
the call-or a specific portion of the call-for
the collector. Ask the collector to evaluate

COLLECTOR 11.19

the call using the evaluation form or the
applicable part of the form. Affirm the
collector's response when possible, and train
when necessary.
Determine whether the deficiency is
rooted in lack of skill or lack of will. If
trends suggest that an entire team or a
disproportionate number of individuals on
a particular team are displaying concerning
call behavior, consider whether or not
the unexpected conduct has been either
directly or indirectly reinforced. Maybe a
bit of training was misunderstood. If it is
a skill-based deficiency-i.e., the collector
did not know what to do in the scenario-
respond with training. If it is a will-based
deficiency-i.e., the collector knows what
to do but chose not to-respond with
appropriate motivation, discipline or
job action. For compliance deficiencies,
agencies must determine their tolerance for
behaviors driven by a collector's decision
not to comply with policy.

CLOSE THE LOOP: REPORT TO
EXECUTIVES
The Consumer Financial Protection
Bureau expects company executives to
be briefed, or at least informed, of the
outcomes of audits, including call reviews.
Report the data, trends, calibration
session outcomes as well as training and
disciplinary actions resulting from audits
at least quarterly. Doing so can also help
you meet the CFPB's expectation for
executive training.
Leslie Bender is chief strategy officer and
general counsel for BCA Financial Services.
Debra Ciskey is executive vice president of
Collections Coach, LLC.

1

Brainstorm behaviors you
want to reinforce through
call evaluation and feedback,
and design your evaluation
forms to measure these
behaviors.

2

Collection calls often
follow an expected
format; tailoring your call
evaluation forms to this
format prevents confusion.

3

Distribute recordings
and scoring forms to
call calibration meeting
participants and have them
submit the completed forms
to a facilitator, who can flag
inconsistently scored items
for discussion.
25



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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