Call Monitoring Procedure
In our best business practices series, we have discussed general business practices as the well as the more collection industry-specific area of the skip trace waterfall. If the purpose of the skip trace is to get your collectors in touch with the correct person, this week’s discussion is on how to make sure your trained collectors are continuing to communicate with consumers in a meaningful, professional and legally compliant manner. This is accomplished by call monitoring.
Call monitoring is the process by which a supervisor listens to a collector’s call with a consumer without interference, scores the call (as discussed below) and then reviews the call with the collector for potential improvement.
Generally, the law allows you to monitor the calls made by employees for quality assurance (laws vary by state). If you can afford it, the best method is to utilize technology that will record 100 percent of your telephone conversations so a supervisor can listen to any call at any time.
Side-by-side call monitoring is also commonly utilized by supervisors looking to give immediate feedback to their collectors. To design and implement a quality call monitoring procedure, you must have the following:
- A written procedure detailing the purpose, methodology and steps of your monitoring
- A written score sheet detailing your expectations of your collectors.
Generally, the score sheets will fall into the following categories:
- Consumer Identification, Disclosures, Mini-Miranda statements
- Meaningful dialogue, i.e. moving toward resolution and/or information
- Handling of complaints or “red flags”
- Compliance with federal and state law
- A schedule of monitoring, strictly kept by the supervisor
- And finally, a log recording the score sheets on each call. These may be categorized by collector, by client, by month, or by any combination of the three.
A consistent and robust call monitoring program will aid your collectors in continuous training for a better bottom line, but it will also save you from unwanted violations.
Drop by next week for Better Business Practices, Part VII on continuing training policy.