Successfully Transform Your Phone Channel Collections Training for Remote Agents

See how collections training programs can use real-world activities and empathy to boost learning outcomes, customer satisfaction and collections performance.

Agent turnover in call centers has steadily grown to 38% in 2022, and with increased regulatory scrutiny and economic instability, it’s a challenging landscape for handling financially distressed customers. Of course, this high turnover can be attributed to the emotionally taxing nature of debt collections. But one of the main reasons for high agent turnover is the preference for the work-from-home model. To address this issue, collections departments have begun to adapt by offering remote work options and ensuring robust remote training programs. A key challenge bubbled up from this change: creating engaging and effective collections training for remote agents.

In recent years, corporate training shifted dramatically to remote-based training. Research underscores the importance of crafting engaging content and honing communication skills, especially empathy, to make remote training effective. Shockingly, about 50% of corporate training programs (remote and in-person) fail due to factors like irrelevant content, disengaged learners, outdated practices, poor communication of training needs, lack of managerial clarity and uninterested employees.