Introduction To Working With Collect!
Once you have you have your Company Details, Operator IDs,
Client info and debtor accounts entered, you may be wondering
what to do next. This is one of the most common questions new
agencies ask. This Working With Collect! section is aimed to
restructure the general question into the specific, component
parts it actually translates to.
What job functions do you want teams of your staff to be
responsible for? This will define your user levels.
Who will be the Systems Administrator, responsible for
configuring, updating and maintaining system settings and
processes?
Who will manage data entry/clerical and will they also be
managing data entry for financials/accounting/client
statements?
Who will be in charge of daily processes like printing
letters, batch processes and reports?
What company standards, i.e. structured audit processes,
portfolio workplans/inventory management, contact attempt minimums,
collector performance/metrics, client performance/metrics and
analytics, etc. do we want to set now that we have a
system that can implement, manage and track these standards?
The first priority should be to get your collectors
working. They are your bottom line and interrupting
their routines as little as possible is going to
allow your conversion onto Collect! to be smooth and
stress free. Once your collectors are satisfactorily
navigating debtor screens and accessing their WIP lists,
you can turn your attentions to the other operational
decisions that need to be made for maximum benefit of
the system to be realized.
Training operators to use Collect! is the easiest of
your tasks if you keep the steps simple. Because the
Operator setup and Operator Level Access Rights control
user permissions directly, you don't have to bombard your
staff with a lot of rules of what they can and cannot do.
This has already been addressed at the system level. They
will be free to do exactly what you permit them to do and
nothing else. Collectors moving on to a new system all
want to know the same things;
- Where are my files?
- How do I get to my New Business? my Money files? my Broken
promises?
- How do I move around this screen with the least amount
of keystrokes and typing?
- How do I make notes?
- How do I diarize my account for the next work date?
Our experience has shown that best results come from keeping
training sessions to an hour or less, then let them work with
what they've been shown. As their comfort and confidence levels
rise, you can add in the advanced class topics that maximize
efficiency.
Working With Collect! topics are arranged according
to the types of operators you may have working for
you. Everyone needs to know how to use the
WIP List, to find debtors, to make notes and schedule
a follow-up contact. Accounting, collection management,
operations management, systems administration and executive
management tasks are more specialized and require separate,
specialized training.
Accounting/data entry tasks may belong to users who will never
speak to a debtor. Their tasks should be trained separately
from the rest of the office. Upper Management and Systems
Administration should be included in this training at least
in the overview stages so that the output from this critical
department is fully understood in terms of how it is gathered
and what inferences should be made from the direct output.
These tasks include the Client entry/impact of the Advanced
screen settings, Transaction Type Payment Hierarchy and how
these decisions affect payment transactions, Flat Commission
Rates, Commission Rate Plans, production of Daily Totals versus
Daily Cash Reports, Company and Collector Commissions, Statements,
and accounting/ analysis of outside agency costs and charges.
Depending on the size of your organization, Management topics
may be speaking directly to a small core group of individuals
OR, may span across many department heads in Collection,
Operations, System Administration/IT and Executive Management.
No matter your size or number of department heads involved,
area managers should become conversant with those aspects of
the system which are utilized specifically by their employees
and have reasonable familiarity with the processes and features
utilized by related departments where said related departments'
work has direct impact on their own areas.
It can be this simple; accounting/clerical staff look after
inputting the debtors and accounting for the revenue, collectors
make contact with the debtors to generate the revenue, and
management analyzes the performance from whole-company to
per collector and makes the strategy adjustments that are
necessary to continue to increase revenue and competitive
edge.
See Also
- Quick User's Guide
- Access Rights - Default Settings
- Training Manual Main Index
- Setup Topics
- Using the Help System
- Data Entry Topics
- How to Enter a New Debtor
- Management Topics
- Topics Collections
- WIP List Topics
- How to Group Debtors
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