Developing an Effective Collection Team
Putting together an effective collection team is an ongoing process requiring constant attention. The credit executive needs to continue to pay attention to the following key elements in developing their collection team:
In this edition of Collage, we will look at the selection process and training. The Fall Issue of Collage will have articles on motivating collectors for improved performance. It is axiomatic that putting the right people in place is central to developing an effective collection team. However, the selection process is more of an art than science. It is not always possible to be one hundred percent effective in the employee selection process. This "lack of perfection" leads to turnover, either initiated by the employee, or by management. It is important to learn from past hiring decisions, both good and bad, and build on those past good decisions and avoid repeating past bad hiring decisions. When selecting collectors it is important to recognize the talents and skills that have been demonstrated in the past as essential for an excellent collector. Those talents and skills are:
To hire someone with experience or someone without experience for a collection position is a question that often comes up. There are pros and cons to both approaches. Hiring someone with experience means that you immediately obtain the benefits of that experience. However, it is important that when hiring someone with "experience, "that it is the right type of experience. Because someone has spent two or three years in a collection position does not mean that they have all the talents and skills you are seeking. Hiring someone without experience means that an investment needs to be made in training that employee and there is a learning curve. The ultimate question you are addressing in your employment interview and need to answer is; "Does this applicant fit the profile you have of a collector that will be an asset to your collection team?" Whether you hire someone with or without experience training is always an issue. Those hired with little or no experience will need more extensive training. Those hired with experience will still need training in the way your company operates. They may also need some remedial training. Given today's tight budgets, costeffective training alternatives are always being looked at. Usually companies use existing collectors to help in the training. In addition there are many on-site seminars, collection manuals and on-line seminars that are additional tools available to you in training your collectors. The Credit Research Foundation and the Commercial Collection Agency Association have joined to produce an excellent on line and cost effective collection seminar called the Principles& Methods of Collection. You can obtain more information on this program by clicking on the following link: http://classes.crfonline.org/Public/Course%20110.aspx?PageView=Shared. Emil Hartleb is the Executive Director Commercial Collection Agency Association. The above article originally appeared in the Summer 2010 Issue of the Commercial Collection Agency Association's Collage newsletter.
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