2006 NCHELP DEBT MANAGEMENT CONFERENCE

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
You Can Manage Processes and Technologies You
Need to Lead People
Chris Crissman DCSRandy KammCBE GroupMarie
OConnellASA
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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Finding The Right Candidate
Chris Crissman Senior Vice President Performant
Financial Corporation
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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Have a Plan

• Identify key competencies and skills required for
  success
• Craft recruitment plans to seek out those skills

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Environmental Scan

• Understand the region from which you recruit
• How do people search for jobs?
• Put yourself in their shoes consider all your
  recruitment avenues

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Tailor Your Approach

• Use what works best for that location
• Be open to surprises
• People do still read the want ads!
• Ask your employees

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Continually Evaluate

• Dont take any past success for granted
• People change their minds, their ways, their
  needs
• Be creative in your approach

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
THANK YOU!Please be sure to complete your
evaluation forms after the conference!
Chris Crissman Senior Vice President Performant
Financial Corporation
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Show me a Great Collection Agency

• And Ill show you a really great H.R. and
  Training Department!
• Even the best call centers have high turnover
  rates.
• Turnover has tremendous quality control, customer
  service, compliance bottomline costs.
• Highly effective collection agencies have top
  flight recruiting training programs.

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
GOOD TO GREAT

• First Who, then What
• The Flywheel
• By Jim Collins, Author of Good to Great and
  Built to Last, published by HarperCollins

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Employer of Choice

• Dare to Compare Job Fair
• Target currently employed
• Take advantage of strong Midwestern work ethic
  education levels
• Attract and retain successful managers and
  executives
• Multimedia Campaign Print, Radio, Television

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Finding the Right People

• Rigorous Interview Process
• Prescreen
• First Interview
• Second Interview
• Reference Check
• Background Check

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
One Team, One Goal

• Employee Development
• Identify and develop outstanding people
• Train, mentor and coach
• Prepare for the next wave of growth!
• Increase bench strength!
• Be poised for the expectedand unexpected!

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
One Team, One Goal

• Communicate!
• Keep staff informed
• Know what motivates or concerns staff.
• Employees look to us for guidance, leadership and
  information
• Applies to everyone!
• Improve productivity reduce turnover!

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Retention Management

• Retention
• Monitoring Turn-Over Rates
• By Department/Unit, Month, Year to Year
• Exit Interviews
• Employee Surveys
• HR Coaching
• Anonymous referral intervention/coaching by HR
  personnel

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
A Learning Organization

• CBE University
• New Employee Orientation
• Nuero-Linguistic Programming (NLP)
• Ongoing Collector Support Training
• Customized Department Specific
• Management Growth Program
• CBE Online

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
New Employee Orientation

• Fundamental Collection Counseling Skills (10
  days)
• FDCPA, Security, Call Management Overcoming
  Objections, System Documentation, Program
  Specific.
• Side-by-Side Monitoring
• 80 passing grade for Collectors

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Collector Support Training

• Ongoing Training Testing
• Weekly Call Monitoring
• Monthly Compliance Enhancement
• Semi Annual Recertification on FDCPA State Laws
• 85 to pass certification
• Annual Privacy Security

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Advanced Negotiation

• Neuro-Linguistic Programming
• Advanced communication and persuasion theory
• Understand different learning styles
• Thinking, Language Behavior
• Build relationships rapport
• Motivate to Pay!

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Management Growth Program

• Mentor Training
• Team Leaders
• New Supervisors
• Advanced Leadership

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Department Specific

• Student Loan Counseling Service for Default
  Aversion Counseling
• TEACH Tips on Economic Assistance and Consumer
  Help
• Intense 14-day credit management and counseling
• Advanced student loan training
• Certified default aversion counselors

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Evidence of Success

• Dare to Compare Job Fair
• generated 1300 applicants with more than 800
  people identified as willing to hire
• 3800 job interviews more than 700 new hires in
  2005
• 3-5x better Retention Rate than National Average
  for Collection Agencies

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Evidence of Success

• Employee Participation in CBE University programs
  2005
• Continuous New Employee Training Cycle
• 130 to 150 CBE University Graduates per year
• Company-wide recertifications on semi-annual and
  annual basis

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Evidence of Success

• 781 employees (up from 490 in 2004)
• 500,000 State Training Grant
• Economic Impact

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
THANK YOU!Please complete your conference
evaluation forms!
Randy Kamm Vice President, Government
Services The CBE Group, Inc./Student Loan
Counseling Service, Inc. rakamm_at_cbegroup.com 513
478-2096
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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Rewards and Recognition
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2006 NCHELP DEBT MANAGEMENT CONFERENCE
Results

• Call Center Productivity increased by 12.56 from
  2005 to 2006
• 75 of ASA Employees Feel That They are
  Recognized for Doing a Good Job
• 79 feel that they have access to good training
  and career developmental opportunities
• 78 plan to stay with ASA for many more years.

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2006 NCHELP DEBT MANAGEMENT CONFERENCE

• Praise
• Customer Comments
• Spotlights
• Wall of Fame
• Best Call
• Specific employees/jobs highlighted in company
  newsletter

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2006 NCHELP DEBT MANAGEMENT CONFERENCE

• Contests
• Bumblebee
• Bragging Bucks
• Trivia
• Wheel of Fortune
• Survivor

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2006 NCHELP DEBT MANAGEMENT CONFERENCE

• Recognition
• Training Celebrations
• Social Committee
• Peer Recognition Award
• Customer Service Award
• Focus Groups
• Staff Meetings

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2006 NCHELP DEBT MANAGEMENT CONFERENCE

• Company Wide Recognition Programs
• Contest to win Red Sox Tickets
• Breakfast with the President for New Hires
• Contest to win Pizza with the President
• The Leadership Academy
• Perfect Attendance Reward
• Lunch with Supervisors
• Variety of training programs

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2006 NCHELP DEBT MANAGEMENT CONFERENCE

• Tips for Reward and Recognition
• Make praise as specific as possible.
• Design programs that are fair and clearly
  explained.
• Customize reward to specific employee.
• Always ask what is my goal?
• Hire great managers/leaders.

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2006 NCHELP DEBT MANAGEMENT CONFERENCE
THANK YOU!Please be sure to complete your
conference evaluation forms after the conference!
Chris Crissman DCSRandy KammCBE GroupMarie
OConnellASA
Walk the Line