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News Release
Collection Technology, Inc. (CTi) Announces New Facility
MONTEREY PARK, CA— Collection Technology, Inc. (CTi), a recognized leader in student loan receivables management, has recently moved from our Burbank office to a larger facility in Monterey Park. We have added staff over the past year in an effort to enhance our capabilities and meet the growing demands of our Department of Education contract as well as contracts with State Guarantors around the country. Needless to say, this was making it quite crowded in our old facility. The new facility is part of the Corporate Center Drive offices in Monterey Park, often called the New Chinatown of Los Angeles.
The Call Center
CTi's development team is moving full speed ahead
on the Call Center project. The Call Center's
ability to handle a high volume of inbound and outbound call flow allows
CTi to manage large numbers of accounts.
But, increasing call activity
generated by the call center is only one part of the CTi strategy.
The other side focuses on measurably enhancing quality of our borrower
counselors through CTi's new training process. CTi's systems approach
to innovation simultaneously addresses the technological and the
human elements of portfolio performance.
The addition of the "Checklist" system has allowed all departments to track progress and manage many different processes much more efficiently than ever before. The recent addition of a more flexible account ownership model is also reaping benefits.
The new system greatly expands both phone payment
options by borrowers and our client's remote access to their portfolio
and account information. CTi's technology serves our business 24
hours a day seven days a week.
The next major development phase will capture the
contacts made through the call center and manage them through a
power dialer connected to CTi's knowledge base of collection information
that will serve as the foundation piece of our account scoring and
resolution strategy models.
Smart Options and Enhanced Collection Quality
By tying both the call center and the web site into
CTi's database of accounts, Smart Options will also provide suggestions
to CTi's Borrower Counselors on the best means of resolving each
borrower's account.
Release of CTi's new systems will be staged over the next year.
Innovation and new solutions for account resolution are a top priority
here at CTi. We look forward to getting closer to be able to share
our new technology advancements with you. Please check back for
all the latest updates taking place at CTi.
Employee Development
CTi's strategic development plans call for a deeper
management team. CTi's newly formulated training function is operating
at full tilt to provide a three-pronged approach to enhancing the
depth of our department and portfolio managers.
·CTi has combined formal, non-formal and
informal training models to capture, codify, absorb and diffuse
account resolution and people management know-how throughout its
organization.
·CTi is formulating development alliances
with area training providers and educational institutions to identify
and develop emerging managers and enhance management skills through
degree completion and management training seminars.
·CTi has conducted the first of three training
audits that has identified in-house training resources such as those
available from the Association of Credit and Collection Professionals
(ACA) and has defined and developed a three tiered training evaluation
system that evaluates training using reactive, learning and learning
transfer metrics. Not only do new sources of in-house training enhance
the quality of our employees the three tiered evaluation model presents
the strategic ability to assess the impact of training on performance.
Clear metrics, quantifiable evaluation and measurable results are
the watchwords of CTi's employee development model.
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