The Art of Debt Recovery
Lucky Singh and his wife, their daughter Beauty and other members of the clan, the village and surroundings were born to demonstrate the gentle art of debt recovery. When we first looked at the content for training several thousand debt recovery agents it seemed hopeless. There was an extremely well-written text book containing dozens of pages devoted to how banks work, the calculations of EMI and the Reserve Bank Guidelines.
The purpose was to train debt recovery agents to follow some decorum and guidelines in pursuit of their jobs. It seemed that the written test that followed produced a larger number of failures than was healthy. Operation DRA was launched. We first tested the book on field agents – they were left mystified. We then began to understand that one of the prime reasons for these people taking up the job of debt recovery was that they had probably not passed high school, were perhaps allergic to exams and this book was not getting them anywhere!
We created this story with lovable and real characters. Their lines were written into role cards which were enacted with great gusto in the classroom. The lines themselves were faithfully culled from the handbook and presented in story format. Large, flex flipcharts were created so that training could happen in the remotest locations – lots of chunky diagrams and pictures instead of text. All of these were aimed at aiding understanding first. Preparing for the exam was the next step. We created hundreds of questions, factual and situational, which were actually provided from the field. Teams took part in quizzes to solve and crack the exam.
To cut a long story short, pass percentages went skyrocketing, attendance at training sessions shot up when trainees realized they did not have to listen to lectures and take notes. This was yet another example of building a program to match learning styles rather than trying to fit the trainees to the readymade content. And oh yes, the program was run and tested in several languages.