WYNConsulting
PROCESSES
SYSTEMS
HUMAN
THE COLLECTIONS
SUCCESS BALANCE IN
CALL CENTRE
OPERATIONS
Human as a
paramount weigh...
An unbalanced situation
MOOD
UNEMPLOYMEN
T
FLOWS
PHONE CALLS
EFFICIENCY
PROFITABILITY
TIREDNESS
CASH
MOURNIN
G
DIVORCE
OBJ...
WHY ?
Human factor is paramount to use the system and to achieve the results
Take care of Human for a sustainable result
H...
Our needs and expectations
PAY NOW !
NEVER !
I CANNOT !
OK !
Excuse me !
IT IS YOUR
FAULT !
All these people are right….. In their own vision of
the ...
7 135 120 012 world views
SELF IMAGE
BELIEVES
EDUCATION
SENSITIVITY
PATTERNS
OTHERS’ IMAGE
EXPERIENCE
TASTES
Our own world...
A CAMERA !..... DAMN !....
IT WAS A MOVIE !...
IT S INCROYABLE !
HE MADE ME MISS MY ENTRANCE…
Impact on our reactions
Impact on our relationship
COLLECTOR CUSTOME
R
WORD VIEW
« THE BELIEF THAT ONE’S OWN VIEW OF REALITY IS THE ONLY REALITY IS THE MOST
DANGEROUS OF ALL ILLUSIONS »
PAUL WATZLAWICK
S...
DIFFERENCE
PROFESSIONAL CODEVELOPMENT
TRAINING
SPONSORING
DRAWINGOpen up
the scope
of
possibilities
Commitment tools for C...
PROFESSIONAL CODEVELOPMENT
Pragmatic action plan
Professional practice improvement
Professional communication
Knowledge tr...
PROCESSES
SYSTEMS
HUMAN
A right mix among Human, processes and
systems
The
Manager
Limited resources
Delinquent portfolio increasing
I must increase collectors’ performance
Increase Efficiency
...
Collector’s view
The system
must guide
them!
I’m
new
here!
Is this
his only
product?
What
can
I offer?
What is the
history...
Perfect mix…
Managers
KPIs
Processes
Collectors
Training
Knowledge
Incentives
Orchestrati
on
PROCESSES
SYSTEMS
HUMAN
Human as a paramount
weight in the Collections
success balance….. Take
care of it….
Make it happy ...
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Catherine Boudewyn: The collections success balance in call centre operations, Human as a paramount weight in the Collections success balance

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• Understand Human functioning
• Provide collections managers with commitment tools
• Facilitate the collections daily activity

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Catherine Boudewyn: The collections success balance in call centre operations, Human as a paramount weight in the Collections success balance

  1. 1. WYNConsulting PROCESSES SYSTEMS HUMAN THE COLLECTIONS SUCCESS BALANCE IN CALL CENTRE OPERATIONS Human as a paramount weight in the Collections success balance…..
  2. 2. An unbalanced situation MOOD UNEMPLOYMEN T FLOWS PHONE CALLS EFFICIENCY PROFITABILITY TIREDNESS CASH MOURNIN G DIVORCE OBJECTIVES ILLNESS DISCOURAGEMEN T DEMOTIVATIO N SUFFERING AGRESSIVITY ANGER PRODUCTIVITY SADNESS
  3. 3. WHY ? Human factor is paramount to use the system and to achieve the results Take care of Human for a sustainable result HOW ? Enhance our understanding about Human functioning Provide collection managers with commitment tools Facilitate the collection daily activity
  4. 4. Our needs and expectations
  5. 5. PAY NOW ! NEVER ! I CANNOT ! OK ! Excuse me ! IT IS YOUR FAULT ! All these people are right….. In their own vision of the world
  6. 6. 7 135 120 012 world views SELF IMAGE BELIEVES EDUCATION SENSITIVITY PATTERNS OTHERS’ IMAGE EXPERIENCE TASTES Our own world view 7 135 120 012 inhabitants in the world
  7. 7. A CAMERA !..... DAMN !.... IT WAS A MOVIE !... IT S INCROYABLE ! HE MADE ME MISS MY ENTRANCE… Impact on our reactions
  8. 8. Impact on our relationship COLLECTOR CUSTOME R WORD VIEW
  9. 9. « THE BELIEF THAT ONE’S OWN VIEW OF REALITY IS THE ONLY REALITY IS THE MOST DANGEROUS OF ALL ILLUSIONS » PAUL WATZLAWICK See the customers’ situation with new eyes COLLECTOR CUSTOME R WORD VIEW MANAGER PROBLEM CONTEXT FAMILY
  10. 10. DIFFERENCE PROFESSIONAL CODEVELOPMENT TRAINING SPONSORING DRAWINGOpen up the scope of possibilities Commitment tools for Collection managers
  11. 11. PROFESSIONAL CODEVELOPMENT Pragmatic action plan Professional practice improvement Professional communication Knowledge transfer Self confidence «Think out of the box » Push back the boundaries Cross functional corporate culture Facilitate and support the change management Speed up new organizations Speed up business profitability RESULTS
  12. 12. PROCESSES SYSTEMS HUMAN A right mix among Human, processes and systems
  13. 13. The Manager Limited resources Delinquent portfolio increasing I must increase collectors’ performance Increase Efficiency Manager’s perspective
  14. 14. Collector’s view The system must guide them! I’m new here! Is this his only product? What can I offer? What is the history of this customer? What should I say? What should I do next? Have I reached my goals?
  15. 15. Perfect mix… Managers KPIs Processes Collectors Training Knowledge Incentives Orchestrati on
  16. 16. PROCESSES SYSTEMS HUMAN Human as a paramount weight in the Collections success balance….. Take care of it…. Make it happy and original ! Catherine Boudewyn WYNConsulting ALL ATTENDEES COLLECTIONS EUROPE 2013 13 & 14 JUNE 2013, PRAGUE ORGANIZED BY SMITHNOVAK

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