Proven Collections Call Model Training Increases Agent Performance

By partnering with Bridgeforce, a top 5 credit union improved collections agent performance through custom-tailored call model training and coaching. The program delivered measurable results, including a 27% increase in payment requests and a 26% improvement in objection handling.

A winning debt recovery strategy hinges on two key elements: delicate customer interactions and structured repayment programs. Frontline workers, like call center agents, often walk a fine line between empathy and negotiation, making their role critical to an organization’s success. To elevate their effectiveness, many organizations are investing in structured training programs. One credit union recognized the need to upskill agents to enhance the quality of their collection conversations, and ultimately, collect more. By partnering with Bridgeforce for collections call model training, the credit union saw measurable results: payment requests improved by 27%, and agents’ ability to handle objections increased by 26%.

The Objective: Upskill Agents and Build a Foundation for Long-Term Growth

The goal was to equip agents and trainers with the tools to sustain performance improvements while implementing the proven Bridgeforce proprietary call model.

Bridgeforce delivered a custom solution that included collections call model training, one-on-one coaching for agents, and a manager coaching program to support ongoing development for managers and agents. By empowering the client’s trainers to deliver future sessions independently, Bridgeforce ensured lasting impact and sustainable performance.

Collections Call Model Training: Aligning to Organizational Needs

Material Development Customized to the Client’s Existing Program

Bridgeforce used our proprietary—and proven—call model and conducted an in-depth evaluation of the credit union’s existing debt collection calling strategy. From this analysis, we developed customized training materials, including participant workbooks, facilitator guides, knowledge checks, and practical handouts tailored to the client’s specific needs.

Phased Training Approach for a Seamless Transition of Ownership

To ensure a seamless transition and sustainable adoption, Bridgeforce implemented a phased training strategy:

• Class 1: Agents trained by Bridgeforce experts
• Class 2: Agents trained by Bridgeforce and client trainers collaboratively
• Class 3: Agents trained by client trainers under Bridgeforce observation
• Class 4: Agents trained independently by client trainers with daily de-briefs with Bridgeforce

Following each class, Bridgeforce conducted side-by-side call review sessions with each agent offering tailored feedback to highlight strengths and areas for improvement.  Bridgeforce leveraged proprietary Speech Analytics to quickly identify the call model components that needed to be reinforced with agents and which call model successes could be shared across the organization.

Real-Time Refinements to Maximize Impact

After each training session, Bridgeforce and client trainers held debriefs to discuss key insights and adjust materials as needed. This iterative approach allowed for real-time improvements, ensuring each subsequent class was even more effective.

Manager Coaching for Sustained Development

As part of the program, Bridgeforce delivered a dedicated manager coaching module, empowering supervisors to provide consistent and constructive feedback to agents. This element was crucial for sustaining progress and fostering a culture of continuous improvement.

Overcoming Challenges: Keeping Virtual Training Engaging

With the client’s agents working remotely, creating an engaging virtual training environment posed a challenge. Role-play exercises, a key part of the curriculum, were particularly difficult to execute in a dispersed setting.

Bridgeforce trainers addressed this by fostering active participation through a mix of verbal and chat-based interactions. Virtual breakout rooms allowed agents to practice different scenarios in smaller groups, while facilitators provided real-time guidance by rotating between rooms. This approach ensured that role-play exercises remained interactive and impactful.

Lasting, Measurable Results

The training program delivered impressive, tangible results. Call listening evaluations revealed significant improvements in agent performance:

• Asking for the reason for delinquency: Increased 16%
• Ability to handle customer objections: Increased 26%
• Ability to ask for a payment: Increased 27%

Additionally, the client’s trainers expressed increased confidence in delivering the training independently. By integrating the call model and coaching framework into their operations, the credit union established a foundation for ongoing success.

Contact Us to Start Your Collections Call Model Training

This client’s success demonstrates how tailored solutions and thoughtful implementation can drive real, measurable improvements. For organizations seeking to enhance their collections performance and improve payment arrangements, Bridgeforce offers the expertise and tools to deliver lasting results. Contact us to get started.

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