WYNConsulting

PROCESSES

SYSTEMS

HUMAN

THE COLLECTIONS SUCCESS BALANCE IN CALL CENTRE OPERATIONS

Human as a paramount weight in the Collections success balance…..

An unbalanced situation

MOOD

UNEMPLOYMENT

FLOWS

PHONE CALLS

EFFICIENCY

PROFITABILITY

TIREDNESS

CASH

MOURNING

DIVORCE

OBJECTIVES

ILLNESS

DISCOURAGEMENTDEMOTIVATIO

N

SUFFERING

AGRESSIVITY

ANGER

PRODUCTIVITY

SADNESS

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 functioningProvide collection managers with commitment tools

Facilitate the collection daily activity

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 world

7 135 120 012 world views

SELF IMAGE

BELIEVESEDUCATION

SENSITIVITY

PATTERNS

OTHERS’ IMAGE

EXPERIENCE

TASTES

Our own world view

7 135 120 012 inhabitants in the 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 CUSTOMER

WORD VIEW

« 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 CUSTOMER

WORD VIEWMANAGER

PROBLEM

CONTEXTFAMILY

DIFFERENCE

PROFESSIONAL CODEVELOPMENT

TRAINING

SPONSORING

DRAWING Open up the scope of possibilities

Commitment tools for Collection managers

PROFESSIONAL CODEVELOPMENT

Pragmatic action planProfessional practice improvement

Professional communication Knowledge transferSelf confidence «Think out of the box »Push back the boundaries

Cross functional corporate cultureFacilitate and support the change management Speed up new organizations Speed up business profitability

RESULTS

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

Manager’s perspective

Collector’s view

The systemmust guidethem!

I’m new here!

Is thishis onlyproduct?

What canI offer?

What is the history of this

customer?

What shouldI say?

Whatshould Ido next?

Have Ireached my

goals?

Perfect mix…

Managers

KPIs

Processes Collectors

Training

Knowledge

Incentives

Orchestration

PROCESSES

SYSTEMS

HUMAN

Human as a paramount weight in the Collections success balance….. Take care of it….

Make it happy and original !

Catherine BoudewynWYNConsulting

ALL ATTENDEES

COLLECTIONS EUROPE 2013

13 & 14 JUNE 2013, PRAGUE

ORGANIZED BY SMITHNOVAK