Case Study Two

Cultural Change and Skills Development for collections team in major refuse collection operation

What was their need

A disparate team of 30 collectors in this credit department were challenged by the size and volume of aged debt. Predictably in this mix of collectors, existing habits included being too accommodating or using coercive techniques when trying to collect overdue accounts. What was needed was a professional approach to collections that motivated customers to pay whilst maintaining a profitable working relationship with them. These techniques were new to the collectors and required embedding into the culture.

The Progress Solution

A programme of Collection Training, Coaching and Leadership, a Teambuilding event and workshops on Delivering Service Excellence provided the core skills whilst follow up workshops and ongoing coaching provided continuous support.

What was the Outcome

The department performance was dramatically improved with higher motivation and commitment from all staff. The outstanding debtor days were reduced by 33% over a period of six months with collectors keen to tackle some of the more complex or tricky accounts.