ACA International announces the release of its first call simulation course, Connect to Collect, as a computer-based training CD-ROM. On the heels of its Essential Collector Training Series, this authentic call simulation allows new and experienced collectors to complete a successful call from start to finish with the feedback of a coach and the help of their call notes.
“One of the most important functions of our trade association is to help collectors remain compliant and maximize opportunities for success by providing first class training tools,” ACA Chief Executive Officer Pat Morris said.
Based on the concepts featured in ACA’s FDCPA Essentials for Collectors and Essential Collection Skills & Techniques, collectors will leave this interactive course feeling confident to hit the phones. A collector’s response and a consumer’s reaction determine the path the conversation will take. The ‘Coach Feedback’ and ‘Tips’ sections will help your collectors improve their responses throughout the conversation.
“The call scenarios between consumer and collector give employees a lot of guidance for a collection call,” said Matt Laws, ACA Board of Directors and Education Council Committee member and CEO/president of Wakefield & Associates, Inc., in Fort Morgan, Colo. “After each collector response to the consumer the ‘coach’ offers feedback on the correct response that teaches proper identification of the consumer, collector, company, preliminaries of a call, discovering problem, and solutions.
This interactive course walks collectors through the main aspects of a call – open the call, determine the problem, find a solution and close the call – testing their ability to respond to different personality types, overcome stalls, anticipate consumer behavior, use proper word choice, all while staying in compliance with the law.
To purchase a copy of Connect to Collect, ACA’s Collector Simulation Course, visit the ACA Online Store at www.acainternational.org/collectorsimulation.