Major Media’s Promises Made, Promises
Kept©sm Collection Skills training and coaching program
has significantly improved the bottom-line results of experienced collections
representatives at major credit card issuers, call centers and financial
institutions across the United States.
Collection Skills for Experienced Collectors
Promises Made, Promises Kept©sm
provides performance-based training and supervisory performance coaching
in the specific consulting and negotiating skills, which distinguish the
most successful collectors from their peers at every level of collections,
from 30 days past due through recovery and legal accounts.
Based on Major Media's extensive
field research, PMPK©sm has consistently produced substantial
long-term increases in the amount and percentage of dollars-in-queue collected.
Click here for additional data on PMPK's documented
The Promises Made, Promises Kept©sm
Collectors Workshop is intended for experienced collectors at all stages
of the collection cycle. Performance improvements by collection reps
working back-end accounts have consistently proven to be at least equal
to those made by front-end collectors. The PMPK Coaching Workshop is targeted
at the supervisors, team leaders and managers of Collectors Workshop participants
By the end of the PMPK program, participants
will demonstrate measurably increased ability to use appropriate communication,
negotiation and consulting skills to:
Secure valid payment commitments from customers
who display overt or covert defensive behavior.
Increase the percentage of agreements honored
by delinquent customers.
Increase their proportion of dollars received
vs. dollars in queue.
Obtain relevant information from customers.
Develop and maintain a positive communication
environment throughout all their discussions with customers.
Maintain control of conversations with without
Negotiate payment arrangements that customers
can and will keep.
Cope with job-related stress.
Collector & Coaching Workshop module
middle ring: Collector Workshop
outer ring: Coaching Workshop
Collectors and Coaching Workshops each
consist of four modules, each approximately 4 hours in length. These modules
may be presented as sequential half-day sessions. The Promises Made, Promises
Kept Workshops integrate behavior modeling with statistical behavioral
analysis. This combination of
techniques enables participants to precisely:
Measure their moment-to-moment call behavior
against the research-based performance model.
Identify and enact the specific steps they
need to take to improve their collection results.
Develop the appropriate skills in the context
of a collection-specific, four-stage consulting model.
A variety of instructional strategies
are employed to ensure significant performance improvement. These include
facilitated discussion, small group exercises, instructor presentation
and award winning video with behavioral models, drawn from the experiences
of real collectors.
Every PMPK participant takes part in four
custom-designed, one-to-one, audiotaped role-plays with extensive individual
feedback. Each of these role-plays provides detailed customer and collector
briefs for two distinct scenarios. Each
participant functions as the collector in one scenario and the customer
in the other. The scenarios, which are different for every role-play, are
based on real collection calls, and may be customized to your organization.
Each scenario provides several levels of detail and complexity, to allow
each individual to work the role-play accounts at the stage of delinquency
they handle on the job.
Coaching Workshop Option
Just as the participants' jobs have changed,
so have the roles of their supervisors who have, in fact, become a new
type of sales manager. The long-term, bottom-line results of PMPK collectors’
training are substantially increased when the skills they learned in the
classroom are reinforced and coached on the job by their direct superiors.
We strongly suggest these two days of
training for the participants' supervisors and managers. The Coaching Workshop
will train these personnel to objectively measure and analyze their subordinates'
skills; provide them with useful feedback; and coach them for ongoing skill
improvement over the long term. This performance coaching is a critical
mechanism for continual improvement in collection results. For
more information on this aspect of the PMPK Coaching Workshop, see
our Results page.
The Coaching Workshop provides supervisors
with tools for maintaining and improving skills that affect job performance.
It is not a substitute for, but a complement to regular performance evaluations.
For additional information on Promises
Made, Promises Kept©sm contact
Joan Krawitz, Director of Learning Resources.