Free registration is required to access these resources. Login or Register.

Premium compliance products are also available in the insideARM Store

Dave Rudd

During my youth, I was constantly on the go. If there was anything athletic happening, I was in the middle of it, having fun. Basketball, softball, neighborhood tackle football, tennis, golf, frisbee football, running, racing my bicycle, skateboarding. (Of course, I also enjoyed playing Asteroids and Space Invaders at the corner 7-11 store, but more on that in a future blog post.)

To be blunt, while I did have some athletic ability, I was certainly not what you would call a naturally gifted athlete. However, I did possess two critical attributes. First, I was not afraid to try something new. Second, I was willing to be taught.

When I became serious about playing tennis, I took lessons, joined a league, and started competing in tournaments against players with greater skills. I watched a ton of live tennis matches and was glued to the television during Wimbledon and the Australian, French and U.S. Opens. My favorite tennis player was—and still is—Bjorn Borg. I loved how he controlled his emotions and never let them distract him in a match. He played from the baseline and hit forehands down the line with unbelievable accuracy! I tried to model my double-handed backstroke after his.

What does any of this have to do with collections and even dialing technology? Well, it actually has a lot to do with it. Whatever athletic skills I learned in my youth I was taught by someone with more skill than I had. I learned by practicing with those more athletic and intelligent in the sport than I was. I also learned by watching and attempting to mimic the movements of professional athletes.

FIND your collector hero and then WATCH them. We should do the same in our businesses! In every one of your collection agencies there is a collector hero. The collector hero hits their monthly goals no matter the obstacles. These individuals have the unique ability to coach a debtor to pay their bills. They’ve uncovered the secret of collecting for your company and accounts. They have a sixth sense about the best place to reach a debtor: home or place of employment?

Make yourself collector hero. Study how your collector hero works (dialer supervising features are great tools for doing this). What are his or her secrets to success? Once you’ve gleaned the best practices of these highly skilled collectors, write them down, create a work-flow diagram if needed and set up your dialer to mimic your best collector’s activities. Any good dialer will be flexible enough to dial the way that works best for your agency and accounts. If you aren’t certain how to adjust dialing parameters on your technology, contact the dialer manufacturer, and they can certainly help you do it.

Remember: If you want to be the best, then study the best, learn from the best, and emulate the best. Make their best practices your best practices and then watch your level of success rise!

Dave Rudd is DialerFan, a champion of the collection industry, focused on improving collection capabilities through technology and political action. He energetically participates in lobbying efforts for the industry through donations, writing letters, making phone calls, participating in seminars and attending events in Washington D.C., including the most recent ACA International Fly-In.

Well acquainted with debt collection, Dave spent two years debt collecting before joining IAT in 1990. He has held a variety of positions at IAT, a provider of collection-specific dialing technology, including President/CEO and most recently Senior VP of Finance & Administration.


Related Products

To the Point Technology Thumbnail

To the Point: Technology

This Operation Guide distills the information presented in our insideOperations webinar. It 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 and the full transcript of the webinar. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education! (This product is approved for DBA International Certification Credit.)

To the Point: Telephony and Voicemail Messages (Updated for 2014)

To the Point: Telephony and Voicemail Messages (Updated for 2014)

From the popular Ask the Attorney webinar series produced by us here at insideARM.com, we've culled the pressing questions and the expert answers into mini-briefs, perfect for when you only need the latest legal thinking on a specific topic. We'll get you up to speed on the following: What is the impact of the recent Meyer v. PRA appeal as it relates to manual dialing of cell numbers? Should first-party collections' departments also have measurements for abandoned call rates? Are there any new changes for auto dialers and cell phones? Can a message for a consumer be left with a live third party? When should the mini-Miranda be used? Should it be used on a dialer call? And if it’s used on the dialer call, how is that not third-party disclosure? Can you leave a message on an attorney’s voicemail?

Thumbnail - To the Point: Voicemails and Foti

To the Point: Voicemails and Foti

Looking to get in and out quickly on Voicemails and Foti compliance? You can read all about our attorneys’ answers to the industry’s most pressing compliance questions in To the Point – Voicemails and Foti. We’ve condensed the questions asked at our August Ask the Attorney Webinar into a user-friendly, five-part guide covering: Foti and Zortman voicemails; the latest news in robo-dialing; and much more! We’ve also included two appendixes with the full text of key court cases and regulations cited by our attorneys during the webinar. Hot topics in consideration from this webinar included: voicemail confusion for debt collectors (Which is safer, Foti or Zortman?), state specifics for collection (Why is it so tough to leave a voicemail in New York City?) and more.

Thumbnail - Operations Guide: Call Recording

Operations Guide: Call Recording

Our Operations Guide: Call Recording presents the case -- and best practices -- around both recording all calls with consumers, and, in some cases, not recording your calls with consumers. Our experts -- Paul Maggioli of Castel; and Anita Tolani of Weinberg, Jacobs & Tolani, LLP -- help make sense of the conflicting and opaque regulations affecting the debt industry. 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!

Advertisement