Matt McCasline is a training specialist from our sister company, The Intelitech Group.

Throughout the industry, there is one thing that agencies have in common: they need collectors to make their businesses run smoothly. Collectors are the lifeblood of the industry, and having well-trained collectors can make the difference between success and failure. We all agree that training is important, but in addressing training issues, many questions arise:

• How often should we train our collectors?
• Should we train all of our collectors, or only new-hires?
• Do we need to hire a training staff?
• Should we keep the training process that we currently have or do we need a full training program?
• How should we train our collectors?

The ‘how’ in training has changed and evolved dramatically over the years. Many years ago, we lacked the tools that have enhanced the way we do business: computers, collection software, dialers, and formal training, just to name a few. Training commonly consisted of one-way call monitoring and perhaps very basic compliance training. There were no two-way call-monitoring capabilities or software to help with training.

Fortunately, technology has helped us advance in every aspect of collections. And it has greatly helped us in the way we train our collectors. While many agencies across the industry are using the same techniques that have been used for decades, some are exploring the advantages of Computer-Based Training.

Some form of Computer-Based Training (CBT) has been utilized for many years, but until now complete training hasn’t been available. Collectors can get one-on-one training through computer-driven instruction. CBT uses new technology and methodologies to provide state-of-the-art training. CBT can do many things for our agencies and our industry including helping us to alleviate many of the problems that challenge us. Let’s examine a few benefits of CBT.

• Compliance. CBT can help with many major compliance issues. There has been a dramatic increase in the laws and codes by which we, as an industry, must abide. Most agencies must comply with FDCPA regulations, and many others must teach their collectors HIPAA compliance. CBT can provide a way to not only teach these principles and policies but also ensure that due diligence has been done in training.

• Flexibility. Let’s face it: in collections, time is money. Finding time to hold training is a difficult task. We often pull collectors off the floor during prime call times to make time for training. CBT can help. Because each collector will use CBT at his or her own pace, the need for long training sessions with rooms full of trainers and collectors is gone. Most CBT programs are far less time consuming than many classroom training sessions. This way, collectors can be out on the floor utilizing the training they have received. If a collector has the ability to apply the learned skills the moment they are learned, good things will happen.

• Cost Reduction. Many wonder if CBT eliminates the need for training staff. While CBT does not eliminate the need for live trainers, it can help reduce this need. Some CBT programs even have interactive capabilities that quiz and measure the performance of a collector. With the help of these programs, the training staff can help the collectors improve their performance and provide additional support as needed.

• Customization. Each business has a different way of getting things done. The same could be said for the way we train collectors. As such, CBT can be customized to fit into your agency’s business model. The policies and procedures that you want your collectors to know and practice can be emphasized using computer training.

• Higher Retention. Collectors are more likely to retain and apply the principles and techniques they learn through CBT than any other type of training. We can use CBT to quiz and test collectors in a safe and comfortable environment. Both collectors and managers can see what collectors have and haven’t learned and then make appropriate adjustments to both the training program and individual work regimen.

• Have Fun. When training collectors, it wouldn’t hurt them to have fun! CBT is a welcomed break from the at-times vigorous routine of collections. Collectors tend to respond better to training and instruction that gets them involved and teaches them in a fun and informative environment. Some may say that when it comes to training, if it’s not fun, it’s not worth it.

In our industry, one example of CBT for collectors is CollectorTalk!, an innovative collector training tool. Using state of the art research methodologies such as Neural Linguistic Programming, behavioral styles, and best practices, CollectorTalk! teaches collectors to build professional interpersonal skills and allows for monitored practice of the newly acquired skills. CollectorTalk! also provides areas of customization in which compliance issues can be addressed. Like many CBT programs, CollectorTalk! is interactive and allows the collectors to take an active part in the training. CollectorTalk! takes this a step further and allows for practice and review of a collector’s simulated talk-offs.