Collection agency environments can be fast-paced and filled with collectors and support staff requiring varying levels of continued on-the-job education. Those tasked with group debt collection training and and managing the training for existing employees have to tailor training to the needs of each person. This is especially true in ongoing or spot training that occurs long after the initial training period.
Debt collection trainers may know where opportunities for improvement lie within the organization but may lack information that will make training the most impactful for each unique individual on the collection floor.
Fortunately, when available, testing data can make a tremendous impact on debt collection training efforts. Data can provide a glimpse into the performance and needs on both an individual level and large groups within the organization. This allows training to be as broad or as targeted as needed and makes the best use of what training time is available.
Let's dive into three areas where data can inform how debt collection training representatives will decide what educational tools to use for their teams.
Use Data to Identify Risks
Using data to identify collectors presenting the greatest risk behaviors, like poor compliance monitoring scores or continued struggles on an internal account policy, can greatly influence an organization’s ability to proactively address red flag performance issues before they become behaviors needing to be addressed because of a lawsuit or complaint.
Use Organizational Historical Testing Performance Data
Utilizing organizational historical testing performance data can help achieve a standard of performance that can predict an employee’s ongoing success or struggles in key areas.
Here's a step-by-step process of how to perform this test and collect the necessary data:
Establish a norm
Compare performance periodically
Address any deviations from the standard through ongoing supplemental guidance
Collecting this type of data requires periodic testing in key areas. Retesting provides an outlook of an employee’s potential performance that can be factored into weekly, monthly, and yearly individual and organizational goal setting.
In lieu of, or in tandem with testing, you can use the results as KPI data that your organization maintains in your debt collection agency training. The method for establishing the KPI standard should be based on what questions need to be answered and which data source provides the most insight.
Use Data to Identify Training Needs
Finally, data can be utilized in debt collection agency training to tailor individuals toward greater responsibility and leadership. Identifying employees who have proven comprehension and understanding of core skills related to the job can lead to developing training strategies that focus on higher-level concepts in leadership, support functions, or even data analysis.
From Theory to Practice
Ultimately, establishing periodic testing will help to benchmark performance expectations. Using these strategies in debt collection training for teams will ultimately be the best use of time for the trainee, the trainer, and the organization.
Start using data today to inform your companies next decisions on debt collection agency training.
If you want to learn more about implementing effective onboarding and debt collection training at your agency, join Mary Shores and Ashlee Hyden from DAKCS on September 23rd at 1 p.m. ET for a live Q&A webinar all about hiring, retention, and onboarding. Register and submit your questions today!
Dan Byrd is the Operations Specialist at Midstate Collection Solutions.