Keys to a long-term productive collector: collectors or message-takers?

Article Abstract:

Five qualities common to productive collection departments are described: (1) reliance on contemporary methods rather than technology, (2) measurement of results rather than activity, (3) consideration of training as an investment and not an expense, (4) deployment of supervisors rather than staff as line resources, and (5) expression of support for collectors by senior management. Changes needed in collections management include: senior management financial support for training, substitution of the advocacy collections approach for the adversary approach, and reversal of line supervisors' tendency to abandon training responsibilities. Typical collector flaws include: talking too much, compromising too quickly, using the same overused approach for all customers, and 'telling' rather than 'selling'. The importance of strong telephone technique is emphasized, as well as the need for senior management to respondto customer complaints.

Collection (Accounting), Credit departments

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The challenges of the workforce

Article Abstract:

The 1990s decade will present employers with several new challenges in their attempts to attract and retain qualified employees. The challenges will come from many areas, including demographics changes, worker attitudes, and legislation. The declining population in the 1990s will result in labor shortages that will force employers to increase wages. Employment practices in the 1980s such as downsizing and the elimination of layers of management have caused many workers to stop regarding their jobs as lifetime careers amd think of them merely as a short-term source of income. The areas in which legislation has affected employers include minimum wage laws, equal employment opportunities, and health insurance coverage.

Analysis, Employee retention

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Workforce 2000

Article Abstract:

The Hudson Institute's 1987 publication 'Workforce 2000: Work and Workers for the 21st Century' reports on the changing demographic composition of the American workforce and on other projected labor force changes. Among the trends that are expected to change the American labor market significantly are the decline in population growth which could lead to labor shortage, the widening gap between the skills that workers possess and those required by the job, the growing diversity of the workforce, the aging of the labor force, and the entry of more women into the labor market. Several suggestions are offered to help employers cope with these changes.

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