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Career in the bank for collection in times of financial crisis

Author(s): Ioana Florentina BUDU

Journal: Economia : Seria Management
ISSN 1454-0320

Volume: 12;
Issue: 1;
Start page: 79;
Date: 2009;
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Keywords: finance | crisis management | career | bank

Staffing a collection call centre, in a period of crisis, requires more than hiring the most qualified applicants. Collection managers must define a recruiting, hiring and staffing plan to meet inbound call service levels and maximize outbound calling during optimal customer contact times, usually on nights and weekends. Job candidates who have prior telephone job experience, especially in telemarketing or customer service, have proven to be successful collectors because of their skill sets and experience. Screening collectors through testing has proven to be a reliable tool to assist managers in the selection process. Staffing the call centre operation with the right balance between full time and part time collectors will assist in meeting department targets. There are many creative ways to schedule collectors to cover all the required hours. Management must be prepared to offset ‘irregular’ staffing hours, especially on nights and weekends, with incentive, perks and benefits so they can recruit and retain a reliable staff to place outbound calls during the best times to reach the customer. A consistent hiring policy that is constantly evaluated and improved will help reduce turnover by recruiting and staffing the most qualified collectors for the job
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