Collector Vol. 76, No. 11, P. 46 Johnson, Emily
Developing effective employee training is often challenging for collection managers and trainers because it might now require four to six weeks to get a new hire up to speed. Keeping up with constantly changing laws and regulations is a challenge, says Michelle Camp, general manager at Express Recovery Services in West Valley, Utah, adding that it is essential to have the ability to train in-house. Training should be viewed as an ongoing process to create well-rounded employees rather than as a one-time event, according to Nathan Windeknecht, training and compliance manager at CACi in St. Louis. A variety of techniques should be used to keep trainees engaged because everyone learns differently, Windeknecht explains. “Some people are visual learners, while others are verbal or hands-on,” says Windeknecht. “Review materials regularly and remarket training to existing employees, keeping it fresh and impactful.” Managing the transition from manual processes to advanced technology is another challenge because changing behaviors can be tricky when collectors already have their own tried-and-true methods. Also, managers should determine whether each new hire is a good fit from the start; employees should view training and professional development as investments in their career.
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Kaizen is the term for continuous, ongoing improvement.