Why ignoring their input is like asking a sled dog to run without seeing the trail
When agencies sign new creditor contracts, the review process often happens at the executive or legal level. But those agreements often contain the rules that govern how collection managers and collectors operate every single day.
Think of your collectors like a team of sled dogs. They’re the ones pulling the load, navigating the daily terrain of calls, settlements, and compliance requirements. Now imagine asking them to race — but keeping the trail map a secret. They might get you moving, but chances are they’ll hit obstacles you could have easily avoided.
The Contract “Trail Map”
Creditor contracts often spell out:
- Settlement authority – exactly how far collectors can negotiate without further approval.
- Authentication requirements – some creditors want more than just a name confirmed before releasing information.
These aren’t optional details. They’re the route markers that keep the team on course.
Why Some Agencies Hold Back
Some agencies avoid sharing contracts with managers and collectors because they’re worried about exposing sensitive details like commission rates or payment terms. But in reality? Most experienced collectors already have a sense of those numbers.
Keeping the whole “trail map” from them doesn’t protect the business — it just makes the route harder to follow.
The Power of Early Review
Bringing the collection team into the review process before the contract is signed means:
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Clarity – They know exactly where the trail runs and what to expect.
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Early Problem-Solving – They can flag confusing or unrealistic requirements.
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Practical Insight – They’ll tell you when something won’t work in real-world conditions.
Let the Dogs See the Trail
Your collectors are the ones running the race.
Hand them the map before you yell “Mush!”
That way, you’ll avoid costly detours and ensure everyone’s pulling in the right direction from day one.
Author: Bev Evancic
Bev.Evancic@ResourceManagement.com
Bev Evancic is a Senior Vice President at Resource Management Services, Inc. Prior to employment at RMS, Bev worked as the Collection and Recovery Manager at AT&T Universal Card, Citi, and Federated Department Stores. Bev started in the collection industry as a collector at an upscale clothing store in Cincinnati, Ohio. As a returned check and private label credit card collector, Bev gained a basic understanding of the collection industry that has not changed with the introduction of regulations. Her collection philosophy begins with the idea that businesses and customers benefit from preserving the customer relationship. First, collectors need to attempt to contact customers when it is convenient for the customer to discuss his/her financial condition and willingness/ability to pay. Second, you never collect money by intimidating or threatening customers. Third, businesses must make sure the debt is valid.
She has managed all phases of collection and recovery operations, including automated dialer units, bankruptcy, and legal units, skip tracing units, internal collections, outside collection agency networks, and Consumer Credit Counseling. As a Consultant for Resource Management Services, Inc., Bev has spearheaded collection and recovery best practices reviews for many top credit grantors. Her articles on dialer operations, agency management and bankruptcy best practices have been widely publicized.
She is well known and regarded as a specialty expert in the areas of: Repossession, Bankruptcy, Estate, Litigation, as well as Pre- and Post- Charge-off. Prior to joining Resource Management Services, Inc. in 1995, Bev managed the Recovery Department for AT&T Universal Card Services where she developed the bankruptcy, probate, internal and litigation processes.
She is the author of “Recovery Management: Collecting the Uncollectible Account.
