The 8 Steps of a Collection Call Training Program
The 8 Steps of a Collection Call training is a crucial program at CBE Companies, Inc., providing new hires with essential tools to enhance the customer experience. Associates learn key skills like building rapport, effective listening, and appropriate responses to common scenarios in their role.
Program Details
This training takes place during the first week of New Hire Training and covers vital steps such as customer verification, call initiation, payment requests, problem-solving, and documentation. The program combines leader-led sessions with interactive online tools to reinforce learning.
An integral part of the training is the Call Flow Guide, an online manual that guides associates through call processes specific to each business unit. Associates practice with an AI coach called Zenarate, receiving instant feedback and honing their skills for real customer interactions.
Results and Impact
The implementation of the Call Flow Guide has led to improved quality scores and consistency in call handling. Associates using the guide saw a 75% increase in average quality scores from July 2022 to July 2023. Additionally, associates with consistent high-quality scores can earn bonuses.
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