Collection Program Training Analysis

The single most important resource of any organization is its people, and internal training programs ensure that the skill level of employees keeps pace with the organization’s business environment. Collection training is an investment and is essential to any successful collection program.

The review will assess Collector programs in the areas of: telephone professionalism, speaking and listening skills, problem resolution, understanding debtor motivation, negotiation techniques, cultural diversity issues, the debt recovery cycle, dunning priority, bankruptcy basics, bankruptcy avoidance counseling, time management, stress management, personality behavioral types and any other related courses.

Additionally, the review will assess management training programs in the areas of: recruiting, interviewing and selection; motivation, communication techniques, dynamics of interpersonal relationships, analyzing performance problems; performance reviews and any other related courses.

The results from this analysis will provide answers to assist with -
• Staff turn-over
• Employee position placement
• Motivation of staff
• Tailoring training to meet operational unit needs
• Reducing overhead costs

CRITERIA FOR EVALUATION OF TRAINING PROGRAMS

Do the Training Programs include:
• Clearly stated goals and objectives
• Use of a variety of adult training strategies that involve the participants
• Case studies
• Problem solution
• Real life situations
• Visual supports
• Slides
• Overhead transparencies
• Participant training manuals
• Demonstrations


COLLECTION TRAINING PROGRAM ANALYSIS

• Effective evaluation strategies to determine comprehension and mastery of skills
- Pre tests
- Post tests
- Role plays
- Discussion groups
• Remedial training for participant with low retention of course material
• Effective training facilitators who demonstrate competence and sincere concern for participants’ comprehension and mastery of skills
• Frequency of courses