STAFF WHO REPRESENT YOUR BRAND WELL DESTROYING

With such a wide range of things that can negatively impact on staff performance and how staff represent your brand what can you do to address such issues?

Here are some tips that can help you shift the dynamic within your organization:

• Always provide a call script to help keep conversations on track;

• Ensure your staff have in-depth knowledge of the product/ service;

• Teach your staff as much as possible about client issues they may encounter;

• Do lots of Roleplay exercises till they develop muscle memory on how to deal with situations;

• Do regular refreshers and provide ongoing training;

• When bringing in staff from elsewhere do retraining to eliminate bad habits;

• Use the right staff member to do the right staff task;

• Apply ergonomics and create good working environments including for remote work;

• If you receive information from the NCR, PDAs or credit providers about changes to processes then share these with staff whose administrative tasks will be effects.

If you can action even some of the above points you will see dramatic improvements in how consumers see your brand. After all, your brand is not just your logo and website, it is more than you adverts and social media posts. It is the people who your clients deal with each day.

One of the most perplexing rules that is sometimes given to a frontline/call center department staff member (probably to avoid conflict with the NCR):

Do not explain the debt review process to the client – they can go on the website for that information.

We understand the importance of having a reliable and efficient attorney to represent you in court, attend to matters urgently and handle cases that require specialised knowledge.

We based info@finwise.biz www.web.finwise.biz

Finwise is an all-inclusive Debt Management System, designed for proficient Debt Data Management. The Finwise System is linked to a registered Payment Distribution Agency (DC Partner), and operates in accordance with the NCA and Regulations, fortifying compliance.

Finwise is a web-based system, and can be used on any mobile device, PC, or tablet. The exceptional workflow and innovative task manager tools saves the user valuable time, through multiple consumer data reporting and easy management. Several integrations such as Legasys, iDOCS, Drex, facilitate effortless administering, and handling of multiple transactions and tasks within one system.

Debt Review is a legal process with time frames, and Finwise is the market leading platform for debt counsellors to keep track of the debt review process and tasks easily.