Collector - October 2020 - 31

lecture and, over time, get conditioned to see
how quick and helpful it is. They'll complete
it right away."
Before remote work expanded, agencies
may have had one primary training
model: instructor-led, classroom training
for everything. That doesn't work with a
remote workforce.
"Investing time and being deliberate
about remote best practices is critical,"
Cox said. "Being able to package training
in an online format that is conducive to
learning quickly is our biggest focus. It's
important to assess the right delivery
method and modality for training and
leaning into that based on the learning
objectives. We consider all of the different
types of job aid and communication
available and push ourselves to use the
best option to get the information into
the hands of our employees."

INCLUDE ASSESSMENTS
Ensuring employees are absorbing
lessons is necessary in any environment.
When teaching in a physical classroom
setting, instructors can often judge how
well students are "getting it" based on
their physical and vocal responses. Some
of those cues get lost online, even in a
virtual classroom where participants are
visible. As such, testing takes on a more
critical role than normal in a remote
environment.
By its very nature, a gamification training
product like the one used by Advantage
Financial Services evaluates whether
employees grasp the content, which covers
standard compliance and collection
practices, as well as customized questions
supplied by the agency.
"I get a report showing how our
employees do compared to other companies,
and I can see what things our collectors need
to work on," Farrar said. "I can then work
with them during reviews on the specific
areas where they are falling behind."
For other types of training,
incorporating quiz questions throughout
or at the end of each module ensures
employees are paying attention.

COLLECTOR 10.20

"In the classroom, we've relied more
on trainers to assess collector readiness
through observation and interaction," Cox
said. "Now that we're in an environment
without shoulder-tap check-ins, we've
built out a lot more assessments with tests
to ensure effective transfer of knowledge
through roleplays and simulations. We're
able to validate they can execute on
theoretical content."

ANTICIPATE SPEEDBUMPS
Upending any routine practice and
shifting to new methods comes with
challenges, and the move to remote
training is no exception. The most
immediate and time-consuming
speedbumps are inevitable technical
issues. Whether employees are using
different systems or are simply at the
mercy of an inconsistent Wi-Fi signal,
technical difficulties will occur.
"Employees' home networks don't always
work as well as they should," Farrar said.
"They might be able to connect sometimes,
but we're in a rural area that doesn't have
the best digital infrastructure. Sometimes
they simply can't connect, or family
members are using up their bandwidth.
That's been a big challenge."
Supplying company-issued equipment can
help alleviate some technical challenges-or
at least diagnose and solve the problems.
But even if all employees are on identical
systems, it's important to accept that there
will be technical issues and commit to
working through them.
"Technology issues, where a webcam or
mic is not working, are very frustrating,"
Ruffino said. "Those challenges diminish
over time. It's easy to say it's inconvenient,
and you don't want to spend time helping
someone get their microphone to work, but
you have to work through those pain points.
It's easy to ignore or avoid that pain by
doing nothing, but disregarding the need for
training right now would be a major mistake
for any collection agency."
Tim Dressen is a communications consultant
and former editor of Collector magazine.

1

Find technology that best
mimics the in-person
experience.

2

Use quizzes and
assessments to gauge
how well employees are
absorbing the lessons.

3

Accept the inevitability
of technical hiccups and
expand your training content
to address work-from-home
issues.

31



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
Collector - October 2020 - 5
Collector - October 2020 - 6
Collector - October 2020 - 7
Collector - October 2020 - 8
Collector - October 2020 - 9
Collector - October 2020 - 10
Collector - October 2020 - 11
Collector - October 2020 - 12
Collector - October 2020 - 13
Collector - October 2020 - 14
Collector - October 2020 - 15
Collector - October 2020 - 16
Collector - October 2020 - 17
Collector - October 2020 - 18
Collector - October 2020 - 19
Collector - October 2020 - 20
Collector - October 2020 - 21
Collector - October 2020 - 22
Collector - October 2020 - 23
Collector - October 2020 - 24
Collector - October 2020 - 25
Collector - October 2020 - 26
Collector - October 2020 - 27
Collector - October 2020 - 28
Collector - October 2020 - 29
Collector - October 2020 - 30
Collector - October 2020 - 31
Collector - October 2020 - 32
Collector - October 2020 - 33
Collector - October 2020 - 34
Collector - October 2020 - 35
Collector - October 2020 - 36
Collector - October 2020 - 37
Collector - October 2020 - 38
Collector - October 2020 - 39
Collector - October 2020 - 40
Collector - October 2020 - 41
Collector - October 2020 - 42
Collector - October 2020 - 43
Collector - October 2020 - 44
Collector - October 2020 - 45
Collector - October 2020 - 46
Collector - October 2020 - 47
Collector - October 2020 - 48
Collector - October 2020 - 49
Collector - October 2020 - 50
Collector - October 2020 - 51
Collector - October 2020 - 52
Collector - October 2020 - Cover3
Collector - October 2020 - Cover4
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