Client Overview: A debt collection call centre with a team of 35 operators experienced high levels of stress, difficulties in client communication, and reliance on overly technical language. These challenges led to increased customer dissatisfaction, reduced effectiveness in debt recovery and increased turn-over.
Objective: To train the operators to improve their communication skills, reduce stress, and use more client-friendly language. The training was designed to be delivered in two sessions, one month apart, allowing participants to apply the new skills and receive feedback.
Steps Taken:
Initial Assessment:
Conducted an initial consultation with the team’s leadership to understand the challenges and what they want to achieve.
Customized Training Program Design:
- Developed a two-day training program focusing on stress management, effective communication techniques, and simplifying technical language.
- Day 1 focused on foundational skills, while Day 2, conducted a month later, was aimed at reinforcing and building on the initial training.
Day 1: Foundational Training
Stress Management:
- Introduced techniques for managing stress, by reframing the whole relationship with the clients.
- Provided tools for recognizing and mitigating stress triggers during calls.
Communication Skills:
- Trained operators in emotional intelligence.
- Used tools from Transactional Analysis for developing assertiveness.
- Conducted exercises to practice these skills in realistic scenarios.
Simplifying Technical Language:
- Involved operators in translating technical jargon into simple, understandable terms, a process that we called “grandma-proofing”.
- Developed a glossary of common technical terms and their plain language equivalents for reference.
Day 2: Reinforcement and Follow-up
Review and Feedback:
- Reviewed progress and challenges faced by operators in the past month.
- Shared success stories and addressed common issues that arose.
Advanced Communication Techniques:
- Introduced more advanced techniques for handling difficult clients and de-escalating tense situations.
- Identified 4 types of clients and methods to deal with each category.
- Emphasized the importance of continuous learning and improvement.
Outcome:
Improved Communication:
- Operators developed stronger communication skills, leading to more positive interactions with clients.
- Simplified language improved client understanding and cooperation.
Reduced Stress:
- Stress management helped operators feel more in control and less overwhelmed during calls.
- Overall job satisfaction improved, leading to a more positive workplace atmosphere.
Conclusion: The tailored communication training program addressed the specific needs of the debt collection call centre operators, resulting in significant improvements in their communication skills, stress management, and overall job performance. By allowing time for practical application and feedback, the training was more effective and sustainable and the participants really appreciated our approach.
Calin Grigorovici and Darius Popirtac are available to discuss similar solutions that fit your team needs.
