Collector PerformanceLab

Improves a bank’s ability to optimize collector performance

Course Overview

Course Description

Collector PerformanceLab improves a bank’s ability to optimize collector performance.

A three-day course providing delegates with a comprehensive understanding of the concepts and practical implementation of best practice collector management in all aspects of a collections operation.

This course is practically focused, using exercises based on international practices. This ensures that delegates return to their work environments with a full understanding of the requirements of leading collections operations and systems in their businesses.

Learning Objectives

LEARN

Explore the practical implementation of best practice collector management

EXPLORE

Gain tools and techniques for training and development of collectors

DEFINE

Understand the various types of MIS to manage collector performance and how to measure them

STRATEGY

Learn strategic structural options to consider for a collections environment

Collector PerformanceLab Sample Course Agenda

DAY 1

  • Introduction and course objectives
  • Principles of Collector Performance Management
  • Recruitment and Selection Fundamentals
  • Performance Measurement  – 1
  • Performance Measurement  – 2
  • Exercise – Performance Measurement
  • Overview of Service Levels
  • Forecasting Call Volumes

DAY 2

  • Introduction to Training and Evaluation
  • Exercise – Training & Eval.
  • Introduction to Motivation and Incentives
  • Exercise – Motivation & Incentives
  • Mentoring and Coaching Fundamentals
  • Exercise – Mentoring & Coaching
  • Use of Diallers in Performance Management
  • Exercise – Dialler Performance Mgmt

DAY 3

  • Collections Department Structure and Technology
  • Team Structures
  • Scheduling Efficiently and Effectively
  • Exercise – Collector Team Mgmt 1
  • Collector Performance MIS
  • Inbound Call Centre Behaviour
  • Communicating Call Centre Performance
  • Exercise – Collector Team Mgmt 2

Client Testimonials

How will you nurture your human capital?

CONTACT US TODAY!
BankersLab AdminCollector PerformanceLab