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In our most recent Research Assistant Peer Group meeting, we discussed the challenges of monitoring remote workers, and specifically, how to enforce policies and procedures effectively. Monitoring remote collectors who call consumers can be particularly challenging.
First, it’s important to remember that monitoring and auditing are not the same thing.
- Auditing looks backward. It’s about reviewing what has already happened to determine whether expectations are being met and if policies and procedures are working. This might involve pulling regular reports for certain timeframes, reviewing call analytics, or identifying patterns that need correction. Auditing is part of the broader monitoring process.
- Monitoring, on the other hand, happens in real time. It’s about watching, mentoring, and correcting as issues arise, often one-on-one. Instead of waiting for a report, monitoring allows supervisors to provide guidance and teaching in the moment.
So how do you effectively monitor a remote collector?
Tools and Methods
- Simple Approaches: Many agencies use Zoom or Teams so supervisors can watch collectors while they work. Some phone systems allow supervisors to listen to live calls or “barge in” when needed. However, this becomes challenging when a collector needs immediate help, especially when they are on a call with a consumer. Or when supervisors are responsible for monitoring multiple remote workers at once. All on the call would hear the conversation unless pulled into a separate “room”, which is not as easy or efficient as being able to answer a question on the spot.
- Surveillance Software: One example discussed was Collaboration Room AI. This platform allows one supervisor to monitor multiple collectors simultaneously. It requires cameras to remain on and can track eye patterns to detect if multiple people are viewing the screen, identify excessive idle time, or flag when a worker is away from their desk or distracted. It can recognize a phone issue such as if the worker is talking on a cell phone or taking a picture of the screen with one. It can also highlight a worker’s screen to alert the supervisor’s attention. Importantly, it allows private supervisor-to-collector conversations without disturbing others.
- Call Analytics: Even if you don’t use surveillance software, having a robust call analytics tool is in your best interest when monitoring remote workers. The best tools go beyond simply transcribing calls and creating reports from pre-established libraries of words and phrases. They can provide real-time alerts when a call escalates so supervisors can “barge in”, coach, or message the collector instantly.
Best Practices
- Daily Check-Ins: A quick 5–10-minute meeting with the remote worker group can go a long way in setting expectations, answering questions, and keeping them focused.
- Ongoing Testing: Regularly test collectors on etiquette and compliance expectations to reinforce training and work as a constant reminder.
- Virtual Face Time: Continue to use video meetings so collectors and supervisors can see one another. Collections is a tough job, and the camaraderie among coworkers is often what helps collectors stay motivated and compliant. It reminds them they are not alone. Remote work makes it harder to build these relationships including a strong trust in their supervisors, so it’s important to create opportunities for connection and team bonding.
- Contracts: Don’t forget the importance of having all remote workers sign a comprehensive “Remote Worker Agreement”. This is a document that should be created by a compliance expert to be sure you are protecting yourself and setting solid expectations for the remote worker in all aspects of employment.
Moving Forward
In the five years since COVID-19, remote work has become the norm across many industries, including collections. New tools are being developed every day to help monitor, mentor, and support remote workers. Staying informed about these tools and leveraging the ones that fit your organization best will help ensure your team remains compliant, effective, and connected.
Documents and Crowdsourced Materials:
Top Reads:
Upcoming Webinars/ Other Announcements:
- Upcoming Webinar: RA Compliance Corner: Fighting Fraud in 2025 on September 4 at 2PM ET. Register here.
- Important Announcement: All AI Notetaking Bots will be removed from Research Assistant Peer Group Meetings. This is to maintain the confidentiality of our peer members.
- Have topics you want to discuss during the peer call? Please send them to Sara_Consultant@roundtables.us by Thursday to ensure it makes it on our agenda!
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