In our recent blog, we looked at the reasons why training your collections teams has never been so important. But what should an agent expect when they attend a training course? What will they get out of it? And what ongoing support will they receive?
What will agents get out of the course?
Put simply, you will leave the course armed with the knowledge to ensure all your customer interactions result in a fair outcome for both your customer and your organisation.
Who are the trainers?
Our trainers are collections practitioners with decades of experience – they’ve been in your shoes so can completely relate to your role and day-to-day challenges!
Is there any pre-course reading?
No, nothing – all you need to do is show up on day one (either virtually or in person) and be ready to learn!
How is the course structured?
Here’s how things will run – it’s very interactive, with plenty of breakout sessions to discuss things in more detail with your colleagues, and a knowledge quiz at the end of each day to ensure you’ve understood what you’ve learnt.
And it doesn’t stop there! We can continue to work with you to regularly re-accredit and ensure you remain focused on achieving fair outcomes, as well as keeping you up to speed with any new regulatory requirements (e.g., the Consumer Duty).
What have previous attendees said?
Arum has been working with leading brands across financial services, utilities, telcos, and public sector, for over 23 years, to help them achieve better customer outcomes, including training collections teams.
Find out more how Arum can help your organisation develop and deliver training needs for your collections operations
Nick Walsh and Darren Furlong
Principal Consultant and Lead Consultant
Arum