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A call monitoring program for your collection agency will do three things: (1) It will help set clear standards for your collectors against which you can measure their performance; (2) It will create metrics against which you can measure and manage growth; (3) It will help satisfy client requirements.
This Operations Guide, developed from expertise shared in an insideOperations: Call Monitoring webinar, will help your agency learn:
This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!
Product: PDF Download, including link to webinar video and Certificate of Completion
Pages: 28 pp
Published: 7 September 2014
Renee Bogar, Vice President of Training, Quality Assurance, and Compliance at Integrity Solution Services, Inc. (“Integrity”) with responsibilities for initiatives, strategic planning and implementation of programs in the areas of first and third party Compliance and Quality Assurance. Renee also oversees and participates in instructional design, deployment of training and the management of our company’s Learning Management System- Blackboard.