First in our Series on Oversight Without Travel

Call Monitoring

This course covers why you should monitoring vendor calls, and how to do so efficiently and effectively with maximum results. Learn how to sample, tips and techniques, and building your own scorecard for monitoring third party vendor performance.

Learn Call Monitoring from Industry Experts

Start Your Own Call Monitoring Program - or Enhance Your Current Call Monitoring

  • Efficient and Cost Effective

    Learn how to incorporate an offsite Call Monitoring function into your third party collection vendor oversight program. Hear and see ideas on sampling and types of calls to monitor. Find efficient and effective ways for expanded reach with the ongoing oversight of call monitoring.

  • Compliance Oversight

    Add an additional level of oversight with a regular program of call monitoring. Understand how your vendor is performing, and how they are treating your customers. Verify activity to policy and procedures. See what's working, and what's not.

  • Customer Treatment and Collection Effectiveness

    Learn how to manage a program that combines compliance as well as collection effectiveness for maximum results from your vendors. Hear about the effectiveness of call calibrations to enhance your oversight and communications.

Instructor - Ken Evancic

Learn from a Collection Industry Expert

Vice President

Ken Evancic

Ken Evancic is a collections veteran with over 25 years experience. He has managed all phases of collection, including all levels of delinquency, automated dialer units, early out agency management, recovery, and skip tracing. In addition to collections operations management, he has lead initiatives in the areas of performance management, collections strategy development, collector and manager training, collector desktop design, collections reporting systems, and risk and compliance. As a consultant for Resource Management Services, Inc., Ken has specialized in developing and completing third party compliance and performance audits for collections agencies and collection attorney firms for many top credit grantors and debt buyers. He has leveraged his 25 years of experience to develop multiple collector and collection management training classes designed to maximize collector performance. In addition to collection training, Ken helped develop and facilitates the RMS Third Party Vendor Auditing training. Prior to joining Resource Management Services, Inc., Ken spent over 20 years with Citi starting as a collector and working throughout collections as a Front Line manager, Vice President Collections Operations Manager and Sr. Vice President and Collections Director.

Course curriculum

  • 1

    Welcome to The Oversight Without Travel Series by Resource Management Services, Inc.

    • The Oversight Without Travel Series

    • Instructor - Ken Evancic

  • 2

    Travel Without Oversight - Call Monitoring

    • Call Monitoring Overview

    • Call Monitoring - Navigation

    • Course Expectation Survey

  • 3

    The Value of Call Monitoring

    • The Value of Call Monitoring - Why

    • The Value of Call Monitoring - How

    • Test your learning

    • Test Your Learning

  • 4

    Initial Actions Required

    • Initial Actions Required - Why

    • Initial Actions Required - How

    • Test your learning

  • 5

    What Are You Expectations?

    • What Are Your Expectations - Why

    • What are Your Expectations - How

    • Test your learning

  • 6

    The Collection Call

    • The Collection Call - Why

    • The Collection Call - How

    • Test Your Learning

    • Test Your Learning

  • 7

    What is a Good Sample?

    • What is a Good Sample - Why

    • What is a Good Sample - How

    • Test Your Learning

  • 8

    Call Recording Requirements

    • Call Recording Requirements - Why

    • Call Recording Requirements - How

    • Test Your Learning

  • 9

    Frequency of Call Monitoring

    • Frequency of Call Monitoring - Why

    • Frequency of Call Monitoring - How

    • Test Your Learning

  • 10

    Success Measures

    • Success Measures - Why

    • Success Measures - How

    • Test Your Learning

  • 11

    Scorecard Example Items

    • Scorecard Example Items - Why

    • Scorecard Example Items How

    • Scorecard Detail Review

    • Scorecard Rollup Detail Review

    • Sample Scorecard for Download

    • Test Your Learning

    • Test Your Learning

  • 12

    Call Calibration & Feedback

    • Call Calibration & Feedback - Why

    • Call Calibration & Feedback - How

    • Test Your Learning

  • 13

    Recording Files & Security

    • Recording Files & Security - Why

    • Recording Files & Security - How

    • Test Your Learning

  • 14


    • Summary of Call Monitoring

  • 15

    Call To Action

    • Call To Action

    • Course Feedback

Sign Up for Oversight without Travel - Call Monitoring

Call Monitoring Course - Additional Information

This course is approximately 1.5 hours, but self-paced. It contains a variety of lessons that require the use of audio and video. Please be sure you are able to hear and view the lessons before you begin. You can start and stop at your leisure, and the site will remember your location within the course. You can also go back and repeat any section you like. Your course will be available for a full year after purchase. This course is eligible for RMAi certification credits as Resource Management Services, Inc. is an Authorized Education Provider for RMAi.