In part one of my three part series, I said that even though debt is increasing, Americans do not have the money to pay it back, and although the collections industry is booming, getting consumers to pay up has become increasingly harder and harder. I mentioned three ideas. First: network, stay “teched up” and always look for ways to improve the current debt collection team. The second idea is to improve the relationship that agencies have with their debtors, and the third idea is that management needs to remember is to be nice to their current employees.

I mentioned networking and how to use technology to improve your business, now let’s talk about improving your team. It is crucial to make these smart strategic hires if you are attempting to transform your agency. However, this represents a serious commitment of time and money. Candidates need to be trained about FDCPA provisions, and it can hurt your credibility as a hiring manager or even the company’s credibility if you end up with an unhappy new hire due to shoddy interviewing skills.

When you are on the hunt for the perfect fit for the job, bone up on your techniques. Get specific. Don’t simply ask them about what is on they have provided for you on their resume. Attempt to get below the surface and understand what they are passionate about, what they do in their spare time, and how they react under stress. You do not want a new hire getting your agency sued because he cursed out a debtor.

Speaking of cursing out debtors, throw around the idea of teaching your collectors the concept of empathy. This is actually a common trend in the collections industry nowadays. Training courses are available to teach collectors how to be more mindful and compassionate, and to focus on and take responsibility for their own interactions with debtors, and to remember their own interactions with debt collectors they might have had. Did they enjoy feeling threatened when their account got sent into collections? Probably not. Keeping this idea in mind, the collection agents can put themselves in their debtor’s position and learn all of the correct things to say to keep angry debtors docile.

The research shows that these programs are paying off. After all, when a debtor is being contacted by one agent, they are often being contacted by additional ones as well. And when that debtor works up the money to put towards paying off money they owe, they are probably going to pay the person who has shown them the most compassion and empathy, the person they feel that they can work with. To Be Continued In Part Three

Mallory Megan works for Rapid Recovery Solution and writes articles on medical collection agencies. Check here for free reprint licence: Three Ideas Management In The Collections Industry Should Remember To Maximize Profit Part Two.