Financiera Independencia's challenge
Financiera Independencia provides personal loans. As in any lending business, some customers miss payments, and the collections team has to negotiate with them every day.
The training team wanted the time invested in a course to translate into a direct benefit for the business.
- Build negotiation skills in managers and coordinators.
- Make training deliver a direct business benefit.
- Bring negotiation skills to branch collections.
The solution
There were two projects. Corporate managers played Merchants as the finale of a classroom management skills programme. And the training team, together with operations coordinators, formed its own group.
The team then took the course materials, readings and concepts, built on time and payment, to create training for branch collections agents, with a negotiation model applied to their daily work.
The games they played
Financiera Independencia on video
In their own words
It creates a lot of competition. When you watch the leaderboard, you think: I can't finish last, Juan isn't going to beat me.
People started putting time into it: weekends, lunch breaks, some even stayed after hours to keep working on it.
From those materials we took elements that let us create training for our branch agents, with a negotiation model applied to our daily work.
The results
The leaderboard created a lot of competition: nobody wanted to come last. People started putting in time at weekends, over lunch and even after hours, and the result was very good.
The business benefit came with the collections negotiation model: if you want to pay less, pay faster; if you want a longer term, it will cost you a little more.
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