Course Length: ~1 hour

The office for debt portfolio management faced significant inefficiencies due to employees struggling to efficiently find FDCPA laws and statutes of limitations. This led to prolonged phone calls and a high volume of repeat calls from clients.

The challenge was to develop a refresher e-learning course that was both engaging for experienced employees and informative for new hires. The course needed to streamline the process of locating and understanding FDCPA regulations, ensuring all employees, regardless of their prior knowledge, could improve their efficiency and reduce the number of repeat client interactions.

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Project Details

Developed an engaging e-learning course for PMG employees to improve efficiency in locating FDCPA laws and statutes of limitations. The course included modules on each topic, interactive scenarios, and a final quiz to reinforce learning.

Designed and provided downloadable reference sheets to assist employees in their daily tasks, ensuring they had the tools needed to apply the training effectively. The course began with a recording of a poorly handled call and concluded with a correct example, demonstrating practical applications.

Implemented the program and led the evaluation process to measure its effectiveness and gather feedback. The project received positive feedback, enhancing productivity and knowledge retention across the organization.

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In these interactive scenarios, learners respond to simulated phone calls by choosing the correct answers. This design uses scenario-based learning and active engagement to enhance retention. By mimicking real-life situations, learners are more likely to retain and apply the information effectively.

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