Debt Collection 101: Episode 32 – Using An Onboarding Plan to Cultivate Exceptional New Team Members


Alex: Hey, everybody! Welcome back to another episode of Debt Collection
101, here on Arbeit U. Spencer: Yes, another great episode right? So for everybody who watched our Small Business
101, because everybody does. They know we talked about on-boarding new customers. Alex: No, on-boarding new team members. Spencer: Yeah new team members. Alex: So we talked about a 30, 60, 90-day
plan and I wanted to make sure we actually brought it over here because I am not sure
if everybody watches that one. Spencer: And if you don’t, you should. Alex: Yeah, so we have talked about this before,
hiring processes, how to hire good people. Spencer: Yeah, because you want to keep them. You want to maintain them, so good hiring
process. Alex: How to get them, onboard. How to get them up to speed as quickly as
possible and how to keep them motivated and we have found here a great way to do that
is by creating a 30, 60, 90-day plan for every person that starts. All that is, it’s simple as it sounds. Spencer: Its sets the requirement. Alex: Yeah, you have your 30-day benchmarks,
your 60-day benchmarks, and your 90-day benchmarks. And then you can elaborate on this plan to
make it more in-depth and include things like, your company culture and your brand and what
you want people to know that are starting, about your company. Things like that. That’s what we did with ours, we are going
to attach that below so you can see it but you can use the template for your own use
also. So what you do is, you create a set of benchmarks
30 days out. Spencer: Where you want
Alex: Your collector to be in 30 days. And in collections, there are a lot of benchmarks
you can set. So it really, really fits well into the, I
think the collections business. It’s like our sales team one, those are easy
to make so it takes no time to see where you want them to be. They are easier to make than maybe in a
Spencer: Support Alex: Yeah a support position or an admin
Spencer: Or programming Alex: Yeah its like what, it’s harder to make
those benchmarks. You have a lot more benchmarks for these things. So sales is a pretty good relation to collections,
so could you walk us through Natalie’s 30, 60, 90. Spencer: 30, 60, 90. So the way our 30, 60, 90 works, at least
for the sales team is the first 30 days are spend setting that benchmark. Or I should say spreading that foundation. So you spend the first 30 days learning our
products and learning our internal operations. Well first 30 days learning the products,
how they operate, how they work. 60 days is the sales process, Arbeit internal
working, CRM, whatever that is. Then 90 days is how to sell. What you should say, getting them on the phone. The key is we actually don’t do any selling,
so to speak. Until the last day. So the most important part is understanding
internal policies, procedures, all that fun stuff. How our products work and then inner documents
we use and stuff like that. So that’s the foundation that we set so that
they can succeed after 90 days. Alex: Right, some examples maybe in the collection
space. Spencer: Compliance training, making sure
they identify Mini-Mirandas. Alex: Being able to pass an FDCPA test
after 30 days, or after 60 or after 90. Spencer: Right, or you could call like a,
what is it called when you like shop them or whatever. You could call in and pretend to be a
Alex: Secret Shopper. Spencer: Yeah
Alex: Yeah for collections. You could do that. Spencer: That’s a service we should offer. Alex: Yeah, knowing the message types, knowing
how to use the systems. Knowing all your status and knowing the proper
workflow of an account. All those things. Knowing how to use your auto dialer, knowing
how to use your TCPA Compliance Solution. Ya know, things like that. Spencer: Because obviously, those are things
that make you successful. You know what I mean. Alex: But anyway, this 30, 60, 90 plan. Since we have implemented it, we have seen
huge success in the amount of time it takes for someone to get up to speed with working
at the company. They are getting up to speed quicker. They are happier because they have goals to
hit. They know where they stand. Spencer: They know what is expected of them. Alex: Right, they know what is expected of
them, they are not wondering, am I doing good? Am I not doing good? You can see it, its right on paper, you what
you have to do, if you are doing it you know you are doing good. Spencer: Alonzo loves the 30, 60, 90. Alex: So anyway, if you want to see the template,
click the link below. You will find a template of our 30, 60, 90-day
plan. Try it out, let us know how it works for you. Let us know if you use one. Thanks. Spencer: And as always, see ya next week. Alex: See ya.

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