Standards of Collectors' conduct
Collecting, when performed properly, is a highly professional skill. So, help your Collectors establish high standards of conduct. Try the acronym "DECK:" Dignity... Eloquence... Competitive... Knowledge.
Dignity comes in two packages: (1) The Collector's own, manifested by his/her ability to remain calm under emotional conditions, and (2) Dignity of the debtor. The Collector earns his/her PHD (Preserve Human Dignity) by responding to colorful words and phrases with firm payment demands, one laced with invective.
Eloquence is mastery of the language. Collecting is performed with only two skills: writing and talking. By reading omnivorously and looking up words not understood, the Collector masters the language and dominates without arrogance.
Competitive means the Collector must be (and must know s/he is) the best of all those other Collectors, from other organizations, contacting the debtor.
Knowledge means the Collector will know his/her organization, will be able to solve any complaint with transferring the call... then collect in full.
Tell your Collectors to strive for perfection, to reach for the stars. They may not quite get one, but they won't come up with handfuls of mud, either.
When your Collectors believe they're competent, they'll then become competent. When your Collectors become competent, it shows on your management record. Your record, reflected in your income, is what your Collectors collect.
