Collector – January 2020 - 16

COLLECTIONTIPS

Ready, Set, Goal
How to prepare for a successful collection call.
By Angela Czerlanis

T

he first of the year is a symbolic
clean slate and a time to set new
goals. As ACA International
continues to introduce members to our new
Essentials education series highlighting
fundamental collector skills and
techniques, this month we'll discuss aspects
of personal and professional goals.

SET SMART GOALS
The "clean-slate syndrome" that rolls
around each January often prompts us
to set goals that end up being difficult
or impractical. By February, we're
overwhelmed and burned out. This year,
consider a new approach to achieving
success with SMART Goals-meaning
Specific, Measurable, Achievable, Relevant
and Time-Bound.
Here's what it means:
* Specific goals pinpoint an action or result.
* Measurable means you can track your
progress, usually with a number.
* Achievable and Relevant mean that
the goals are realistic for the situation
and suitable for your skill level and
job role.
* Time-Bound means that there is a time
limit on reaching the goal.
Every company has performance goals
that are stated in numbers, such as:
* Total number of calls (per day/
week/month).
* Calls resulting in right-party contacts
(RPCs).
* Length of the call: Too short? Too long?
* Percentage of contacts that result in
payment in full (PIF) or settlement in
full (SIF).
* Key performance indicators (KPIs) that
are used to track collector progress.
If you are ready for a KPI check-in, talk to
your supervisor or leader about how to turn
general goals into SMART goals.

16

PLAN EACH CALL
This helps you think and respond quickly,
and will also remind you of the compliance
tasks you must complete during a call.
Go through the list of major Fair Debt
Collection Practices Act requirements that
may intersect with individual state laws
pertaining to you and the consumer, such as:
* Consumer's age, marital status and
state of residence to determine any
special disclosure or communication
requirements;
* Bankruptcy status and credit reporting
information (if applicable);
* Statute of limitations status;
* Requests to limit or cease
communication; and
* Documented disputes.
In the webinar launch of ACA's upgraded
Essential Collection Skills and Techniques
(ECST), Certified Instructor Irene
Hoheusle, vice president of collections
and education with ARSI, suggested
scanning your system screen in a
clockwise pattern. Start at the

top-12 o'clock-and lock on to the key
data in each quadrant.
Like building muscle memory for your
eyes, this can train you to quickly locate
important items in the account notes.
Clearly document any changes to consumer
information as you work your way through
the call.

CHECK IN WITH YOUR CMS
The new year might bring a check-in of
your compliance management system
(CMS). Locate key policies, procedures, and
work instructions to see if there have been
changes and if you've kept up with them.
If a process could be updated or improved,
start a conversation with your team.
Angela Czerlanis is ACA International's
compliance education specialist.

ACAINTERNATIONAL.ORG



Collector – January 2020

Table of Contents for the Digital Edition of Collector – January 2020

Upfront
Industry News
Best Practices
FYI
Collection Tips
Radical Redesigns
Four State Legislative Trends to Watch
Calendar
Honor Roll
Education Spotlight
Our International Reach
Tech Times are Changing
Exceptional Programming and Speakers Pay Off
Looking Forward to Monday Morning
Contextualizing Consumer Complaints
Another Look at Written Disputes
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – January 2020 - Cover1
Collector – January 2020 - Cover2
Collector – January 2020 - 1
Collector – January 2020 - 2
Collector – January 2020 - 3
Collector – January 2020 - Upfront
Collector – January 2020 - 5
Collector – January 2020 - Industry News
Collector – January 2020 - 7
Collector – January 2020 - 8
Collector – January 2020 - 9
Collector – January 2020 - 10
Collector – January 2020 - 11
Collector – January 2020 - Best Practices
Collector – January 2020 - 13
Collector – January 2020 - FYI
Collector – January 2020 - 15
Collector – January 2020 - Collection Tips
Collector – January 2020 - 17
Collector – January 2020 - 18
Collector – January 2020 - 19
Collector – January 2020 - 20
Collector – January 2020 - 21
Collector – January 2020 - 22
Collector – January 2020 - 23
Collector – January 2020 - Radical Redesigns
Collector – January 2020 - 25
Collector – January 2020 - 26
Collector – January 2020 - 27
Collector – January 2020 - Four State Legislative Trends to Watch
Collector – January 2020 - 29
Collector – January 2020 - 30
Collector – January 2020 - 31
Collector – January 2020 - Calendar
Collector – January 2020 - Honor Roll
Collector – January 2020 - Education Spotlight
Collector – January 2020 - 35
Collector – January 2020 - Our International Reach
Collector – January 2020 - 37
Collector – January 2020 - Tech Times are Changing
Collector – January 2020 - 39
Collector – January 2020 - 40
Collector – January 2020 - 41
Collector – January 2020 - Exceptional Programming and Speakers Pay Off
Collector – January 2020 - 43
Collector – January 2020 - 44
Collector – January 2020 - Looking Forward to Monday Morning
Collector – January 2020 - Contextualizing Consumer Complaints
Collector – January 2020 - 47
Collector – January 2020 - 48
Collector – January 2020 - 49
Collector – January 2020 - Another Look at Written Disputes
Collector – January 2020 - 51
Collector – January 2020 - ACA SearchPoint
Collector – January 2020 - Ad Index
Collector – January 2020 - Membership
Collector – January 2020 - 55
Collector – January 2020 - Last Word
Collector – January 2020 - Cover3
Collector – January 2020 - Cover4
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