Implementing a new collections system isn’t just about standing up technology, it’s about ensuring the business can operate it effectively from day one.
Success hinges on operational readiness: preparing people, being present for your people and ensuring operations feel like they own the delivery.
In this blog, I’ll run through the 4 building blocks for operational readiness to set you up for success during system implementations.
1. Tailored and practical training
Collections teams live and breathe processes that must comply with regulations so when a new system is deployed, generic system training isn’t enough. Teams need:
- Role based training – tailored content for agents, team leaders and managers to reflect their specific tasks and decision-making processes.
- Scenario learning – real world customer journeys, from broken promises, affordability assessments through to outcomes, vulnerability and litigation escalations that mirror a collector’s everyday life.
- Hands-on practice – a learning environment where mistakes can be made that people can learn from to reduce anxiety before go-live.
- Post-go-live refreshers – prepare for bite-sized sessions to support adoption.
A well-trained workforce translates into fewer errors, normalised handling times and better customer outcomes.
2. Clear and frequent communications
Change fatigue is real in operational environments. Customer facing colleagues need to understand not only what is changing but why. Effective communications should:
- Be two-way – regular updates that also gather feedback to get operational concerns early.
- Use multiple formats – town halls, intranet articles, team huddles, FAQs, and visual aids.
- Segment audiences – leaders need business risk updates, while agents need to know how their screens and workflows will change.
- Set expectations – be transparent about challenges and admit there may be bumps in the road in the first week. Reinforce that support will be there and the long-term benefits.
The goal: no surprises on day one.
3. Operational ownership beyond the project team
Too often, ownership of a new system sits with IT or the Project Team, leaving operations feeling like passengers. To avoid this:
- Nominate ops champions – early in the project to give them a voice in requirements, testing and readiness.
- Embed ownership into BAU – define who owns what and their responsibilities pre and post go-live.
- Clarify accountability – ops leaders must own system outcomes such as productivity, compliant outcomes, and collections performance, and not IT.
When ownership is clear, operations teams don’t just use the system, they drive its success.
4. Hypercare for stabilisation, not just support
This is where operational readiness is stress tested; for collections this is critical because customer impacts are immediate. Effective hypercare should:
- Deploy floor-walking support – experts and project team members visible on the floor, answering agent questions in real time.
- Have rapid defect triage – dedicated resource with IT, vendors and ops to prioritise fixes.
- Track daily KPIs – call handling times, outcomes rates, exceptions.
- Plan the exit – define clear criteria for moving from hypercare into steady state operations (e.g., defect backlog reduced, KPIs stabilised).
Hypercare isn’t about fire-fighting, it’s about building confidence and embedding resilience.
Final thoughts
A collections system implementation should look to be seamless from a customer perspective; operational readiness is the difference between a smooth transition and a chaotic one.
By investing in training, communications, operational ownership and a structure hypercare, collections leaders can ensure their teams are not only ready to use the system but positioned to maximise its value from day one.
Arum can help
At Arum, we’ve helped leading organisations successfully implement and optimise collections systems by putting operational readiness at the heart of delivery and ensuring your teams are confident, capable, and ready. If you’re planning a new system implementation, take a look at our helpful resources below or contact us directly to discuss your needs.
Find out how we can help you with your system implementation readiness
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About the author
Darren Furlong
Principal Consultant - UK & Ireland
Darren has over 25 years of experience in collections and recoveries across financial services, holding senior roles at institutions like Barclaycard and UK Asset Resolution. He has led large teams, managed complex operations, and delivered significant improvements in delinquency rates. Darren specialises in collections transformation, implementing effective strategies, enhancing customer outcomes, and ensuring regulatory compliance.