case studies
JaywingDMG help Engage Debt Solutions to create, develop, maintain and deliver a highly targeted training programme.
Brief
Create a comprehensive induction programme to develop high performing and high achieving new collections agents, exceeding the expectations of their blue chip clients.
EDS was a new organisation that approached JaywingDMG ahead of launching their debt collections operation. Their main objective was to establish a high performing team of debt collection agents to fulfil their initial requirement of collecting utilities arrears on accounts which had not received payment for anything up to five years. Some of these accounts were taken over from other Debt Collection Agencies who had been unsuccessful in collecting the required level of payments, so a highly trained team was essential.
Deliverables
JaywingDMG worked closely with the key EDS stakeholders to map out the skills, knowledge and behaviours that the training programme for newly hired collections agents should focus on.
An induction training framework was then designed that would develop the industry knowledge, compliance awareness, systems competence and softer skills. This ensured that all new recruits had a consistent approach regardless of their employment background.
This training programme was brought to life by training programme developers by translating these findings into a highly effective, interactive and engaging learning experience ready for JaywingDMG trainers to deliver to new employees.
The original deliverables required by the project together with systems training additional to the initial scope was completed on time. The programme was a key component of ensuring the operation was ready to go live.
The training programme was also flexible enough to apply to other types of debt beyond the initial debt types being collected, ensuring that it was robust enough to cope with future plans.
Results
• A highly targeted training programme was developed with additional systems training beyond the original scope, aligned with the business strategy and delivered on time
• All training material was documented for continued and consistent training delivery and easy maintenance
• Agent compliance aligned with latest and most up to date industry guidelines and regulations to ensure the operation complied with relevant laws
• Accurate business data maintained with competent use of systems and processes by collections agents
• A team of qualified and accredited trainers is in place and available to deliver future induction courses offering the flexibility to cope with varying trends in future recruitment
Testimonial
"EDS engaged with JaywingDMG as a recommended Training supplier for Contact Centre agents, who would develop & deliver Induction Training for Collections Agents from a varied skill set. JaywingDMG provided a detailed Project Plan to track Collections module creation & completion to which they consistently delivered on time and to the specification EDS required. Working with EDS stakeholders JaywingDMG developed a thorough Collections Induction programme which all attendees completed on time and to the high standard EDS had set, meeting all Compliance training and equipped to start work within the Contact Centre."
Vicky Oakes, Engage Debt Solutions
