Collector - July/Aug 2021 - 44

PERSPECTIVES
Training
Creating Consistency
You never get a second chance to make a first impression-especially when it comes
to new hire training.
By Kelli Krueger
Do you think one of your employees
has ever told a new hire: " There's what you
learn in training and then there's what you
really do. "
Even if this statement is said to only one
employee, new hires talk to each other.
It just takes one person to spread this
sentiment throughout an entire class of
new hires.
The ripple effect of this statement can
result in:
* Loss of confidence in the trainer.
* Creation of a " them versus us " culture.
* Confusion that causes new hires to
question everything.
* Reduced attention during training-
why bother if what they are learning
is wrong?
* Longer ramp-up time and diminished
engagement.
New hire training and everything that
happens in that window of time is when
they develop their first impression of a company's
culture. This is a lasting impression,
and one that is almost impossible to recover
from if handled incorrectly. Inconsistency
ACA'S NEW
CONSUMER
LITERACY WEBSITE
Are consumers asking your
collectors basic financial literacy
questions? Try linking to and
sharing the new Know My Debt
website (www.knowmydebt.com).
This recently relaunched version
of the former Ask Dr. Debt website
includes answers to common
questions about debt-related and
other consumer finance topics.
between your classroom and your collection
floor is the No. 1 reason for turnover in the
first 90 days of employment.
Here are the three most important lessons
to learn about training new hires:
1. EVERYONE NEEDS TO
BE ON THE SAME PAGE
There must be one central location for all
training materials that houses up-to-date
standard operating procedures and best
practices. You want everyone in the organization
to know where these are located so
they can refer to them when questions arise.
Trainers, supervisors, collectors and compliance
officers should review the training
manual annually as a team.
2. TRAINERS NEED TO BE ON
THE COLLECTION FLOOR WHEN
NOT IN THE CLASSROOM
This should be nonnegotiable. Trainers
need to hear what collectors are saying on
the phone and how questions are being
answered by collectors and leadership.
Working on the collection floor creates
more opportunities for the trainer to get
involved with second voices and supervisor
calls, and creates the habit of directing collectors
to the manual when they have questions.
44
acainternational.org
3. OFFBOARDING BEFORE
ONBOARDING
Have a meeting with existing staff to set
expectations before new hires start. Remind
everyone the impact they, as individuals,
can make on a new hire. Give them a medium
in which to share any culture or policy
concerns with leadership to avoid them
passing those on to new hires. Have them
reflect on all the emotions they felt during
their first days, weeks and months on the
job. New hires are, hopefully, excited and
nervous, and the goal is to reassure them
that they have made the right decision to
join your team.
As you know, the hiring process is time
consuming and costly. Onboarding is
your organization's best opportunity to
prove that everything sold to the candidate
during the hiring process is indeed true.
It's your job to build a safe and secure
work environment for all your employees,
and having inconsistency between the collection
floor and the classroom creates an
environment where employees may feel as
if they do not have access to the tools they
need to succeed.
Kelli Krueger is ACA International's
director of education.
http://www.knowmydebt.com/ http://www.acainternational.org

Collector - July/Aug 2021

Table of Contents for the Digital Edition of Collector - July/Aug 2021

Collector - July/Aug 2021 - Cover1
Collector - July/Aug 2021 - Cover2
Collector - July/Aug 2021 - 1
Collector - July/Aug 2021 - 2
Collector - July/Aug 2021 - 3
Collector - July/Aug 2021 - 4
Collector - July/Aug 2021 - 5
Collector - July/Aug 2021 - 6
Collector - July/Aug 2021 - 7
Collector - July/Aug 2021 - 8
Collector - July/Aug 2021 - 9
Collector - July/Aug 2021 - 10
Collector - July/Aug 2021 - 11
Collector - July/Aug 2021 - 12
Collector - July/Aug 2021 - 13
Collector - July/Aug 2021 - 14
Collector - July/Aug 2021 - 15
Collector - July/Aug 2021 - 16
Collector - July/Aug 2021 - 17
Collector - July/Aug 2021 - 18
Collector - July/Aug 2021 - 19
Collector - July/Aug 2021 - 20
Collector - July/Aug 2021 - 21
Collector - July/Aug 2021 - 22
Collector - July/Aug 2021 - 23
Collector - July/Aug 2021 - 24
Collector - July/Aug 2021 - 25
Collector - July/Aug 2021 - 26
Collector - July/Aug 2021 - 27
Collector - July/Aug 2021 - 28
Collector - July/Aug 2021 - 29
Collector - July/Aug 2021 - 30
Collector - July/Aug 2021 - 31
Collector - July/Aug 2021 - 32
Collector - July/Aug 2021 - 33
Collector - July/Aug 2021 - 34
Collector - July/Aug 2021 - 35
Collector - July/Aug 2021 - 36
Collector - July/Aug 2021 - 37
Collector - July/Aug 2021 - 38
Collector - July/Aug 2021 - 39
Collector - July/Aug 2021 - 40
Collector - July/Aug 2021 - 41
Collector - July/Aug 2021 - 42
Collector - July/Aug 2021 - 43
Collector - July/Aug 2021 - 44
Collector - July/Aug 2021 - 45
Collector - July/Aug 2021 - 46
Collector - July/Aug 2021 - 47
Collector - July/Aug 2021 - 48
Collector - July/Aug 2021 - 49
Collector - July/Aug 2021 - 50
Collector - July/Aug 2021 - 51
Collector - July/Aug 2021 - 52
Collector - July/Aug 2021 - 53
Collector - July/Aug 2021 - 54
Collector - July/Aug 2021 - 55
Collector - July/Aug 2021 - 56
Collector - July/Aug 2021 - 57
Collector - July/Aug 2021 - 58
Collector - July/Aug 2021 - 59
Collector - July/Aug 2021 - 60
Collector - July/Aug 2021 - 61
Collector - July/Aug 2021 - 62
Collector - July/Aug 2021 - 63
Collector - July/Aug 2021 - 64
Collector - July/Aug 2021 - Cover3
Collector - July/Aug 2021 - Cover4
http://online.collector.com/collectormagazine/202107
http://online.collector.com/collectormagazine/202106
http://online.collector.com/collectormagazine/202105
http://online.collector.com/collectormagazine/202104
http://online.collector.com/collectormagazine/202103
http://online.collector.com/collectormagazine/202102
http://online.collector.com/collectormagazine/202101
http://online.collector.com/collectormagazine/202012
http://online.collector.com/collectormagazine/202011
http://online.collector.com/collectormagazine/202010
http://online.collector.com/collectormagazine/202009
http://online.collector.com/collectormagazine/202008
http://online.collector.com/collectormagazine/202007
http://online.collector.com/collectormagazine/202006
http://online.collector.com/collectormagazine/202005
http://online.collector.com/collectormagazine/202004
http://online.collector.com/collectormagazine/202003
http://online.collector.com/collectormagazine/202002
http://online.collector.com/collectormagazine/202001
http://online.collector.com/collectormagazine/201912
http://online.collector.com/collectormagazine/201911
http://online.collector.com/collectormagazine/201910/
http://online.collector.com/collectormagazine/201909/
http://online.collector.com/collectormagazine/201908/
http://online.collector.com/collectormagazine/201907/
http://online.collector.com/collectormagazine/201906/
http://online.collector.com/collectormagazine/201905/
http://online.collector.com/collectormagazine/201904/
http://online.collector.com/collectormagazine/201903/
http://online.collector.com/collectormagazine/201902/
http://online.collector.com/collectormagazine/201901/
http://online.collector.com/collectormagazine/201812/
http://online.collector.com/collectormagazine/201811/
http://online.collector.com/collectormagazine/201810/
http://online.collector.com/collectormagazine/201809/
http://online.collector.com/collectormagazine/201808/
http://online.collector.com/collectormagazine/201807/
http://online.collector.com/collectormagazine/201806/
http://online.collector.com/collectormagazine/201805/
http://online.collector.com/collectormagazine/201804/
http://online.collector.com/collectormagazine/201803/
http://online.collector.com/collectormagazine/201802/
http://online.collector.com/collectormagazine/201801/
http://online.collector.com/collectormagazine/201712/
http://online.collector.com/collectormagazine/201711/
http://online.collector.com/collectormagazine/201710/
http://online.collector.com/collectormagazine/201709/
http://online.collector.com/collectormagazine/201708/
http://online.collector.com/collectormagazine/201707/
http://online.collector.com/collectormagazine/201706/
http://online.collector.com/collectormagazine/201705/
http://online.collector.com/collectormagazine/201704/
http://online.collector.com/collectormagazine/201703/
http://online.collector.com/collectormagazine/201702/
http://online.collector.com/collectormagazine/201701/
http://online.collector.com/collectormagazine/201612/
http://online.collector.com/collectormagazine/201611/
http://online.collector.com/collectormagazine/201610/
http://online.collector.com/collectormagazine/201609/
http://online.collector.com/collectormagazine/201608/
http://online.collector.com/collectormagazine/201607/
http://online.collector.com/collectormagazine/201606/
http://online.collector.com/collectormagazine/201605/
http://online.collector.com/collectormagazine/201604/
http://online.collector.com/collectormagazine/201603/
http://online.collector.com/collectormagazine/201602/
http://online.collector.com/collectormagazine/201601/
http://online.collector.com/collectormagazine/201512/
http://online.collector.com/collectormagazine/201511/
http://online.collector.com/collectormagazine/201510/
http://online.collector.com/collectormagazine/201509/
http://online.collector.com/collectormagazine/201508/
http://online.collector.com/collectormagazine/201507/
https://www.nxtbookmedia.com