Benchmarking Group Conversation:
Member 1: Have you heard about this new program called Eterna?
Member 2: No, what’s it about?
Member 3: We tried it and we love it. It’s through a company called Learn net. We pair it with our ACA certification tests to make sure the compliance laws and office policies are fresh in our collectors’ minds. It’s a continuous compliance verification system that basically quizzes our collectors.
Member 2: That sounds like a good thing to have. Can I monitor their activity?
Member 3: Sure, the compliance officers or managers can monitor their scores and statuses against certification objectives. They get one question a day that can pertain to office policy, FDCPA guidelines, TCPA rules and more. Where a collector may be lacking, the system will generate those types of questions more often. It helps to make sure the collector understands those laws or guidelines.
Member 1: It is able to analyze our collector’s level of knowledge within any given competency. We have been doing it for about 6 months now and I can already tell that it’s making a difference. It’s even generated some healthy competition within the office (laughs). Most everyone wants to be number one with 100% compliance. That leads to research concerning the laws and guidelines, and helps to improve activity across the board. It’s also helped to reduce compliance violations by a significant amount.
Member 2: That sounds great! Where do I go to look into it?
Member 3: Go to www.learn.net/eterna/ and it will tell you all about it.
Arbor Professional Solutions decided to take on this program. Ask Thomas Oldani, our Vice President, and he will say, “There is a significant benefit not only to us but to our clients and customers.” This program along with other compliance programs, seminars, and workbooks help to improve APS’s collection activity. We take pride in wanting to be one of the best in our field. This program aids in accomplishing that goal.
Examples of questions are the following:
- True or False? Failure to dispute the debt within the thirty (30) day validation period is proof of the consumer’s liability.
- Under which of the following is representing yourself as “affiliated with the United States or any State, including government law enforcement agencies” allowed?
- When your collection agency offices are located in a capital city.
- When it seems appropriate or convenient to get the consumer’s attention.
- If the consumer asks whether you are “from the government”.
- None of the above.
Do you know the answers to these questions? Look for the answers in our next newsletter/blog.