Collector - January 2021 - 21

Customer
10 Conduct
Surveys
Despite their popularity in many industries,
customer service phone surveys remain
relatively rare among collection agencies.
However, they can provide insights
on whether a consumer had a good or
bad experience and much more. " The
information we gather from customer
surveys allows us to identify operational,
client and legal issues, among other things, "
said Dave Rainbolt, chief compliance officer
of three domestic collection agencies and a
significant international call center. " For me,
as chief compliance officer, that information
is crucial. " Consumer surveys can also help
resolve complaints and ease consumer
frustrations, making them less inclined to
voice their discontent online or to regulators.
Since implementing the surveys four years
ago, Rainbolt said he's seen a significant drop
in consumer complaints. Read the original
Collector magazine article here: https://bit.
ly/35WbkVk.

COLLECTOR 01.21

Adopt Proactive
11
Strategies
to Prevent Litigation
Did you know your entire litigation history,
including how quickly you settle cases, is
available on the Public Access to Court
Electronic Records (PACER) website? Porter
Heath Morgan IV, general counsel at Morgan
Financial Group and partner at Malone Frost
Martin PLLC, and Shannon Smith, founder
at LitLogic, note that if you don't know your
company's average settlement time, you
should look that up online and think about
potentially pushing settlement amounts out
as far as possible to get a longer lifespan on
cases. To do this, Smith suggested breaking
down payment arrangements on settlement
amounts over several months or asking the
plaintiff 's counsel for a waiver of service as
soon as the case is filed. Doing so buys you
more time to review the lawsuit and see
whether there's any merit to the case. Read
the original Collector magazine article here:
https://bit.ly/34vzHcs.

Down Your New
12 Slow
Hire Training
When Jacqueline Jemison, director of
education, joined Universal Fidelity LP, the
company had a two-week new-hire plan,
which caused a lot of employees to feel
overwhelmed. She decided to lengthen it,
creating a 90-day new hire plan to extend
beyond the training room. Next, she created
a mentorship program, which gives new
hires an advocate for their success as well
as someone they can go to when they have
questions. " The mentor can help them get
to know their co-workers, plus they get
knowledge that you can't get in training
because you're talking to someone who is
out there doing it every day, " she said. The
mentorship program lasts two weeks, but
new collectors form a relationship with
their mentor that lasts much longer. Read
the original Collector magazine article here:
https://bit.ly/2GOmzHe.

21


https://bit.ly/35WbkVk https://bit.ly/35WbkVk https://www.bit.ly/2GOmzHe https://www.bit.ly/34vzHcs

Collector - January 2021

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