Better and longer training . more one on one . a lot less talking and messing arpund during the training process . find a way to make sure everyone is reviving inbound calls I stead of them some how just going to one collector . it makes for a long day when your leaving voicemails all day not getting any calls or payments it also makes you feel like your failing at your job when your giving your all....
Really get in touch with your employees. Stop allowing some employees to do whatever they want just because they hit high numbers. Realize there is probably a reason why like putting time in to manipulate numbers and making short cuts. Figure out why systems are not working, don’t just leave employees hanging. Stop placing blame and really look at the reports. Value hard workers. Understand employees have families and need the opportunity to spend time with them. Figure out how to predict volume and overtime better. Telling employees one day they don’t need to do any then the next day put on max overtime. Stop putting employees on overtime during holiday weeks just so you don’t have to pay overtime 1.5 pay.
If I was in charge I would review middle management. I saw some managers that had very little idea what their reports responsibilities and skills were.
Answered - Computer Technician (Former Employee) - Fishers, IN