July & August 2016 Credit Management magazine

“The programme has
enabled us to quickly
build a well-qualified
workforce. Importantly,
it’s also created a group
of employees who really
value Verizon, and the
training they are given.
They appreciate how
supportive the company
is in terms of training and
development, and can see
how it really does believe
in the important role its
people play in helping it
achieve business success’’
- Johan (JC) Schoeman, FCICM
key business performance indicators.
By establishing a direct link between the
individuals’ improving performance and
Verizon’s business achievements, participants
are able to see how their learning has a direct
relevance to the business.
THE OUTCOME
Since the Level 2 programme was launched
in 2014, 24 students have passed their
assessments, and most have already
progressed to Level 3. In fact, the Level 2
training programme has been so successful
that Verizon has now extended it to the
company’s collections team in Asia-Pacific
as well. All participating individuals exit the
programme with a greater understanding of
their role within Verizon, and an appreciation
of how ongoing learning can help with career
progression.
With regards to company performance,
over this period the average outbound call
volume per collector has doubled, and there
has also been a 55 percent reduction of
aged debt, a six day reduction of days’ sales
outstanding, and a reduction in corrective
credit values. Most importantly, Verizon’s
customer satisfaction indicator, which partially
reflects the quality of collector performance,
has also improved by over 21 percent.
“The programme has enabled us to quickly
build a well-qualified workforce,” says Johan
(JC) Schoeman, Verizon’s EMEA Director-
Finance & Credit/Collections. “Importantly, it’s
also created a group of employees who really
value Verizon, and the training they are given.
They appreciate how supportive the company
is in terms of training and development, and
can see how it really does believe in the
important role its people play in helping it
achieve business success. In my view, the
programme is a real success story, both for
our people, and our business.”
Ruth Howard ACICM
David Scott FCICM (Grad) International Bill to
Cash Manager has led the training programme
development, supported by Verizon’s Issue
Resolution Specialist, Ruth Howard ACICM.
IN BRIEF :
VERIZON is a global
communication technology
corporation which offers
its services in 150 countries
worldwide. The international Bill
to Cash operations are managed
from UK and Hong Kong offices,
with transaction and collection
centres in Poland and India.
THE CHALLENGE
To train up graduates in Poland
and India quickly so that they
could fully participate in collections
activity.
THE SOLUTION
Development of a bespoke CICM
Level 2 Certificate programme
incorporating an on-site telephone
collections technique workshop
and online courses in a way
that certification is linked to the
achievement of key business
performance indicators.
THE OUTCOME
First class results, excellent
customer service and high levels
of employee satisfaction. Most
learners have now progressed
to the CICM Level 3 Diploma
programme.
The recognised standard in credit management
www.cicm.com July / August 2016 45