Call center training is complex. Especially for those in accounts receivable. Not only must you set expectations for the job and explain daily processes – you must also teach agents how to remain compliant with rules and regulations.

Your collection agents are only as good as the training they receive. Better training improves staff performance, decreases mistakes and complaints and raises revenue collected.

This how to is for call center managers and training leaders looking to improve their training programs so agents retain knowledge from training and transfer it to the call floor.

• The benefits of using a training technique called microlearning.

• How to know if microlearning is right for your organization.

• What to take into consideration when creating your training program.

• How to use the 90/20/10 rule to your advantage in your training program.