As part of the departmental restructure BeSPOKE performance management were asked to design a program to train three contact centre staff members on the debt recovery process.
Julia and Nikki began by immersing themselves in the debt process at Sutton & East Surrey Water.
They sat with the staff members of the Debt Team, using a video recorder to permanently record different system processes and began learning the court process that was included.
Once the whole process was understood a program could be designed.
A program was agreed to take place over a six month period. The training comprised of staggered classroom sessions and practice of live work in between.
Training included a combination of work on the court debt recovery process, internal processes and HiAffinity.