Disclaimer: Throughout these materials, persons who are involved in training are referred to as trainees, instructors, or administrators (also students, conferees, candidates, etc., as appropriate). In addition, personal pronouns are used to refer to trainees, instructors, and any other individuals. This was done to improve readability and is in no way intended to discriminate against persons of either gender. Nothing in this material should be construed to indicate any discrimination based on race, color, religion, creed, national origin, sex, age, disability, sexual orientation, gender, gender identity, marital status, citizenship status, military status, veteran status, or any other protected characteristic.
Two distinct organizations, Wireline Collections and Wireless Collections, united into one after a merger. Each organization had its own priorities, best practices, and visions of success.
The Wireline Collections organization excelled in collection results by using the vision of as much as possible, as soon as possible (AMAP/ASAP).
The Wireless Collections organization excelled in customer satisfaction results by focusing on the human side of a customer conversation rather than on collections.
Credit & Collections (C&C) sought to bridge the two cultures, uniting employees into a shared vision and mission.
The aim was to determine organizational priorities, key business drivers, ...