Tag Archives: Training

By now, the importance of empathy in collections has hopefully been drilled into everyone working in the accounts receivable management industry. Treating consumers with respect, dignity, and in a professional manner has become the standard for any legitimate agency that is trying to make it in this world. But are …

There are likely only two outcomes for every collection call. Either a collector creates a connection with a consumer or creates conflict. The goal, obviously, is to create a connection, because that is far more likely to result in a payment than creating conflict ever will. In this episode of …

There is a perception in the industry that compliance and empathy sit on opposite ends of a seesaw, and the ultimate goal for any collection operation is to find the balance between the two. But that is not necessarily the case. As Mary Shores and Judd Peak discuss in the …

How can one “C” help a “C” build three other “C’s”? The answer is in this week’s Training Bytes video with Mary Shores. In this episode, Mary is joined by Roxie Olivero-Winfield, the training manager at Midstate Collection Solutions, to talk about the benefits of implementing weekly challenges to help …

There was once a man who got married. The man, who loved golf, was approached by some of his in-laws and was asked if he would teach them how to play. His new family saw how much he loved playing golf and wanted to share in that with him. But …

There is so much that a new collection agency employees needs to know. What the heck is the Fair Debt Collection Practices Act, anyway? Why can’t I threaten to break someone’s legs if they don’t want to pay their bills? And, most importantly, where is the bathroom? All kidding aside, …