Expert Advice to Create Call Center Employee Career Development Plans

Expert Advice to Create Call Center Employee Career Development Plans

Every time a good employee quits, your office loses knowledge and experience that could have enriched your organization. If you’re tired of training people only to lose them months later, consider adding a career development plan to your employee pipeline. Beth Conklin, Director, Organizational Training and Development at State Collection Service, Inc. and Hal Trapp, AVP, Organizational Initiatives at Receivable …

6 Step Blueprint to Prevent Call Center Burnout and Stress

6 Step Blueprint to Prevent Call Center Burnout and Stress

Many collectors experience call center burnout in their careers. Back to back negative calls, pressure to meet goals and countless other factors can contribute. When your call center agents are in this position, they can’t recognize missing opportunities for collection (making the problem worse). Luckily, CollectorLive! provides debt collectors in all stages of their careers with tools, tips and education …

Improve Call Center Operations Through Training and Technology

Improve Call Center Operations Through Training and Technology

Improving your call center operations is an ongoing struggle. You want to provide the best customer experiences possible but managing large teams and standardizing processes is hard. From acquisition to customer service to payment, there are many steps where the system can break down. Investing in workflow tools and the latest training techniques will make life easier for your customers …

How to Elevate Your Call Center Training and Evaluation

How To Elevate Your Call Center Training and Evaluation

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.  Debra Ciskey, Executive Vice President and Roger Weiss, President at The Collections Coach, recently gave a presentation for the CAC virtual conference on …

Negotiating Payment Plans: Successful Strategies for Call Centers

Negotiating Payment Plans: Successful Strategies for Call Centers

Payment negotiations are the most important part of accounts receivable. If agents don’t know the best tactics for setting up payment plans or collecting higher dollar amounts, you will routinely leave money on the table. Every accounts receivable call center should train staff in basic methods for collecting the highest amount in the shortest time frame possible.Top Down NegotiationTop down …

Fast and Secure Call Center Payments with Flow Technology

Fast and Secure Call Center Payments with Flow Technology

Between the business regulations, HR concerns, and TCPA rules directing your internal policies and procedures, it’s hard to believe there is more your call center should think about. However, taking payments means there are multiple payment processing compliance rules your business must follow too. Keeping all of your regulations straight is time-consuming. That’s why many call centers have begun to …

Call Center PCI Compliance: Keeping Agent Payments Safe

Call Center PCI Compliance: Keeping Agent Payments Safe

For many businesses, good call center agents are the best way to increase revenue collected and close more accounts. The front line agent’s job is to provide a great customer experience and in many cases take payments. This means contact and call centers must comply with PCI requirements.Phone Payment Risks for Call Centers Most call centers use some form of …

Cash Flow Management With A Remote Call Center Staff

Cash Flow Management with a Remote Call Center Staff

When call centers recently had to turn to remote work to stay running, many were doing so as a short-term arrangement. Companies are finding now, however, that a remote call center staff is sustainable in the long-term and can cut costs on office space. With this new type of work culture emerging, it’s time to fine-tune cash flow management within …