BUMP COLLECTIONS – Collector Call Model Training & Call Monitoring Program
The BUMP Call Model Training and BUMP Call Monitoring Program are designed for managers, supervisors, and collectors. RMS believes that the relationship between the collector and the member is critical in generating a win/win situation between all parties. The BUMP call model reinforces sound communication approaches to enable a collector to BUMP up their performance and improve the financial results of the credit grantor and the financial situation of the member/consumer. The BUMP Call Monitoring Program reinforces the BUMP Call Model and provides a Bump Scorecard tool that collection managers and supervisors can use to evaluate how well each collector is executing their calls.
The BUMP Call Model Training focuses on four fundamental requirements.
- Build a relationship with the member throughout the entire call.
- Understand the member’s financial situation from the member’s point of view.
- Match a solution between the member’s unique financial situation and payment tools available from the credit union.
- Process the deal to make sure all tactical requirements are completed to ensure the solution works or set expectations with the member for the next steps.
Why is BUMP the right class for your team?
Ken Evancic has been teaching collectors how to optimize each collection call by BUMPing the customer every time. This is a simple way for collectors and managers to be calibrated on how a collection call should sound, what should be accomplished on every collection call, and how to set up future customer interactions so that they are the next step to a long-term solution to that customer’s financial situation. After each collection call, a collector should be able to self diagnose, “did I BUMP that customer on this call.”
It is also simple to add BUMP to your current call monitoring scorecard process. BUMP influences the overall approach to a call. Collector effectiveness and compliance requirements do not change, BUMP just helps to improve both. The training includes a basic scorecard example that can be used to modify the scorecard that you currently utilize for your collectors.
Ken knows that taking your team offline for training is a challenge and will work with you to coordinate multiple sessions to ensure you have floor coverage and everyone participates in the training. If you have questions about the training or how it can be delivered, please feel free to email Ken at ken.evancic@resourcemanagement.com.
Class is virtual – minimum 10 students. $295 each. Special pricing for groups larger than 15. Approximately 6 hours. Contact info@resourcemanagement.com to schedule your class at a convenient time for your organization. Or, ask for more information.
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