In an increasingly complex debt collection landscape, the distinction between good and great collectors has never been more critical. This was the central theme of a recent webinar sponsored by Peak Revenue Learning, where industry veterans shared their perspectives on cultivating excellence in collection operations.
The panel, moderated by Harry Strausser, President of Applied Innovation, featured Courtney Helfrich, Chief Personnel Officer at Wilber; Kelly Parsons-O’Brien, President of Pacific Credit Services; and Hal Trapp, an independent consultant specializing in healthcare revenue cycle management.
As collection agencies grapple with evolving consumer behaviors, technological advancements, and stringent compliance requirements, the panelists emphasized that the definition of a “great” collector has evolved significantly over the years.
Helfrich noted that her perception has shifted from viewing great collectors solely as high performers to those who consistently improve and deliver results while helping their colleagues succeed. “What makes it great is really that extra factor that they’re helping their agency because they’re helping others to be successful too,” she explained.
Parsons-O’Brien highlighted the increasing importance of compliance in defining collector excellence. “Compliance wasn’t important back when I first started, 30 years ago. It feels like it’s more check-the-box stuff now,” she observed. This shift has created challenges for seasoned collectors accustomed to more flexibility in their approach.
Trapp emphasized the value of collectors who can identify and report systemic issues, benefiting the entire organization. “The really great collectors are the ones that benefit the agency as a whole,” he stated, underscoring the importance of proactive problem-solving.
One of the most debated points of the webinar was whether empathy, a key trait of great collectors, can be taught. While some panelists argued that empathy is an innate quality, Parsons-O’Brien shared a story about a compliance manager who, after being coached to be more empathetic toward debtors, saw a significant increase in collections. “It’s possible to learn empathy,” O’Brien insisted, “but it requires self-awareness and a willingness to change.”
The panelists agreed that while technology has streamlined many aspects of debt collection, it has paradoxically increased the need for skilled collectors. As self-service options become more prevalent, the calls that do reach collectors tend to be more complex and challenging.
“These right party contacts that we were getting from these inbound calls needed a greater collector,” Parsons-O’Brien explained, noting that her agency has adjusted its training approach to prepare collectors for these more demanding interactions.
The discussion also touched on the delicate balance between nurturing great collectors and maintaining a solid team of good performers. Trapp suggested that a team of consistently above-average collectors could be sufficient for many agencies’ needs. “If I had a team full of eights, I don’t think I’d be disappointed,” he remarked.
However, Parsons-O’Brien cautioned against settling for mediocrity, stating, “If you want a great culture and more money, you’re going to keep moving towards that greatness.”
The panelists offered practical advice for developing collector excellence, including:
- Emphasizing soft skills and relatability in training programs
- Providing ample opportunities for role-playing and call listening
- Offering consistent feedback and recognition for good performance
- Tailoring management approaches to individual collector needs
In closing, the panelists agreed that fostering greatness among collectors requires a supportive environment where employees feel valued and motivated to improve. “Celebrate your great collectors,” O’Brien advised. “Don’t take them for granted, and don’t forget to acknowledge their successes.” Trapp echoed this sentiment, adding that great collectors should be nurtured, not micromanaged, allowing them the freedom to excel in their roles.
The consensus was clear: while technology and compliance have changed the landscape of debt collection, the qualities that make a great collector — empathy, adaptability, problem-solving — remain timeless. As collection agencies continue to evolve, their focus should be on creating environments that cultivate these traits, turning good collectors into great ones.
