The Collectors boundaries and comfort zones during the training were well and truly stretched and the feedback from the Collectors echoed such phrases as ‘I now really feel like a debt collector’ and ‘we are more motivated than ever’
Ann Hartup - Operational Debt Manager
'The team had concerns that effective debt collection does not always sit comfortably alongside the requirement to be a socially responsible landlord. Once the training got underway any fears disappeared, all of the feedback has been overwhelmingly positive. The team are re-energised and within the first two weeks the training had already paid for itself'
Phil Gallagher - Rent & Income Manager
Our Approach
We carry out a robust discovery process to understand:
- Your business, your culture and main drivers
- Your regulatory framework
- Your current approach to debt collection calls against industry best practice
- What outcomes and results you want to achieve and how they will be measured
- What key performance indicators and bench marking measures are in place
- Your systems & processes to ensure the training is aligned with both
The critical piece of our approach is to ensure the skills and behaviours learnt in the training environment are successfully transferred and embedded back in the workplace. We do this by coaching and consolidating the learning whilst the collectors are working in their live environment.
Our aim is to always ensure that your investment in our services proves to be cost effective and business case justified. It is for this reason that we highly recommend that we work with you as early as possible to establish base line data in relation to current cash collection performance. This will enable us to agree the criteria on which to measure and judge improved collection performance.