How do you close the gap to your top collectors?
Check the gap is real, find the kinds of account where it sits, coach the middle of the floor, and let collectors learn from each other.
Transcript
How do you close the gap between your top collectors and the rest of the floor?
First, check the gap is real. A top collector’s lead can be partly the paper they were given. Compare collectors on similar accounts, over months, not weeks.
Then find where it sits. In our experience, most collectors don’t trail the best on everything. They trail on particular kinds of account. Coach on those. Aim most coaching at the middle of the floor. In sales research, that’s where it paid, by up to nineteen percent. That was sales teams, not collection floors.
Let collectors learn from colleagues who lead on the same paper. Pair by kind of account, and give it time on the schedule.
Most of the gap sits in particular kinds of account, not in everything a collector does.
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Two minutes
Watch the explainer
What your dialer does with the next account, what pairing changes, and what the Floor Assessment measures. With captions.
Watch the videoYour floor
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Three numbers off your dialer and collections reports give an illustrative figure for your floor. It is at best informed guesswork until your own history is measured.
Open the calculatorWhat you get
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The report the Floor Assessment delivers, page by page, built on a fictional floor with synthetic data.
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