Collector - October 2020 - 29

What does that normalcy look like? For
training that employees normally complete
from their desks in the office using a
learning relationship management (LRM)
system, very little needs to change. Other
than the need to access the LRM from their
home offices and different surroundings,
the training itself is identical.
For classroom training, create a virtual
classroom using Teams, Zoom, Classrooms
or other such platform that will allow
participants to have a relatively similar
experience without being in the same
physical location. Having the ability to see
and hear the trainer and other learners, ask
questions and have discussions provides
a consistent experience, even without a
single, physical training room.

COLLECTOR 10.20

CUSTOMIZE CONTENT
In addition to adapting your training
delivery methods, you'll also need to revise
the content for your remote workforce.
Many aspects of training remain the
same. The FDCPA is still the FDCPA,
and collection methods haven't radically
changed. However, the work-from-home
environment introduces different security
and privacy threats that should be addressed.
"We have a robust work-from-home
policy that covers workstation requirements
and procedures to ensure protection of
personally identifiable information," Cox
said. "We spent a couple hours walking
through this information when first
migrating employees to work from home,
and we continue to reinforce it. We want

agents to feel comfortable with how
leadership is monitoring all policies and
understand why it's important so they don't
feel it's unnecessarily intrusive."
With the COVID-19 pandemic, collectors
are encountering new and different
questions, objections, stalls, disputes and
hardships that require additional training
resources. Williams & Fudge created a
quick-access button in its collection software
platform that serves as a one-stop-shop for
such issues.
"It was useful to give staff quick points of
reference, website links, bullet-point facts
about the federal government pandemic
response and stimulus checks, and scripted
statements," Ruffino said. "It's important to
arm your staff with the very information

29



Collector - October 2020

Table of Contents for the Digital Edition of Collector - October 2020

Collector - October 2020 - Cover1
Collector - October 2020 - Cover2
Collector - October 2020 - 1
Collector - October 2020 - 2
Collector - October 2020 - 3
Collector - October 2020 - 4
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Collector - October 2020 - 29
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Collector - October 2020 - Cover3
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