--- title: "Hoist Finance Case Study: Boosting Conversions via Training" description: Hoist Finance revamped debt collection with targeted training, enhancing agent-customer interactions and driving key performance gains. image: https://www.penguinlearning.co.uk/hubfs/Blog/From-Collections-to-Conversations-How-Hoist-Finance-Boosted-Conversions-with-Targeted-Training.webp --- [![Penguin Leaning Logo](https://www.penguinlearning.co.uk/hs-fs/hubfs/Penguin%20Leaning%20Logo.webp?width=169&height=60&name=Penguin%20Leaning%20Logo.webp "Penguin Leaning Logo")](https://www.penguinlearning.co.uk/) [![Penguin Leaning Logo](https://www.penguinlearning.co.uk/hs-fs/hubfs/Penguin%20Leaning%20Logo.webp?width=169&height=60&name=Penguin%20Leaning%20Logo.webp "Penguin Leaning Logo")](https://www.penguinlearning.co.uk/) - ABOUT US - [About](https://www.penguinlearning.co.uk/about) - [How We Work](https://www.penguinlearning.co.uk/how-we-work) - [See Us In Action](https://www.penguinlearning.co.uk/see-us-in-action) - SERVICES - [All Services](https://www.penguinlearning.co.uk/services) - [DISC Training For Teams](https://www.penguinlearning.co.uk/disc-training-for-teams) - [DISC Training For Managers](https://www.penguinlearning.co.uk/disc-training-for-managers) - [DISC Model Personality Types](https://www.penguinlearning.co.uk/disc-model-personality-types) - [Behavioural Assessment](https://www.penguinlearning.co.uk/behavioural-assessment) - [Management Development](https://www.penguinlearning.co.uk/development-management) - [Training Consultancy](https://www.penguinlearning.co.uk/training-consultancy) - OUR SOLUTIONS - [DISC Workshop](https://www.penguinlearning.co.uk/company-wide-disc-workshop) - [Transition to Management](https://www.penguinlearning.co.uk/transition-to-management) - [Developing High Performing Teams](https://www.penguinlearning.co.uk/developing-high-performing-teams) - [Building Effective Teams](https://www.penguinlearning.co.uk/building-effective-teams-workshop) - [Courses For Customer Service Development](https://www.penguinlearning.co.uk/courses-for-customer-service-development) - RESOURCES - [Contact](https://www.penguinlearning.co.uk/contact) - [Blog](https://www.penguinlearning.co.uk/learn) More results [![Book A Discovery Meeting](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/26242804/interactive-253615566050.png)](https://www.penguinlearning.co.uk/hs/cta/wi/redirect?encryptedPayload=AVxigLKw0u7v4T81lGcELlV2yZHM9RYJ83vruowd4IWMT2HqSi%2BGSbK2VWbHSGNW7C7zMMDFW99l9HdJRC4PUPHKIxV80S2NEoQAC%2F6JwatPv5rzf%2FYwg2LXqT9CA9eoTwBKW5G5R%2BZXWLZ5Eg7p0XYXh%2FmEXCQNuGZOF2cSfTqMXasz8AMD3btw9dww%2FcHEaMwP4fSzywjPgsaBHVA98F9nM%2BhcTT0oBuArXVyapQ%3D%3D&webInteractiveContentId=253615566050&portalId=26242804) [![Book A Discovery Meeting](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/26242804/interactive-253615566050.png)](https://www.penguinlearning.co.uk/hs/cta/wi/redirect?encryptedPayload=AVxigLKw0u7v4T81lGcELlV2yZHM9RYJ83vruowd4IWMT2HqSi%2BGSbK2VWbHSGNW7C7zMMDFW99l9HdJRC4PUPHKIxV80S2NEoQAC%2F6JwatPv5rzf%2FYwg2LXqT9CA9eoTwBKW5G5R%2BZXWLZ5Eg7p0XYXh%2FmEXCQNuGZOF2cSfTqMXasz8AMD3btw9dww%2FcHEaMwP4fSzywjPgsaBHVA98F9nM%2BhcTT0oBuArXVyapQ%3D%3D&webInteractiveContentId=253615566050&portalId=26242804) [![Book A Discovery Meeting](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/26242804/interactive-253615566050.png)](https://www.penguinlearning.co.uk/hs/cta/wi/redirect?encryptedPayload=AVxigLKw0u7v4T81lGcELlV2yZHM9RYJ83vruowd4IWMT2HqSi%2BGSbK2VWbHSGNW7C7zMMDFW99l9HdJRC4PUPHKIxV80S2NEoQAC%2F6JwatPv5rzf%2FYwg2LXqT9CA9eoTwBKW5G5R%2BZXWLZ5Eg7p0XYXh%2FmEXCQNuGZOF2cSfTqMXasz8AMD3btw9dww%2FcHEaMwP4fSzywjPgsaBHVA98F9nM%2BhcTT0oBuArXVyapQ%3D%3D&webInteractiveContentId=253615566050&portalId=26242804) - ABOUT US - [About](https://www.penguinlearning.co.uk/about) - [How We Work](https://www.penguinlearning.co.uk/how-we-work) - [See Us In Action](https://www.penguinlearning.co.uk/see-us-in-action) - SERVICES - [All Services](https://www.penguinlearning.co.uk/services) - [DISC Training For Teams](https://www.penguinlearning.co.uk/disc-training-for-teams) - [DISC Training For Managers](https://www.penguinlearning.co.uk/disc-training-for-managers) - [DISC Model Personality Types](https://www.penguinlearning.co.uk/disc-model-personality-types) - [Behavioural Assessment](https://www.penguinlearning.co.uk/behavioural-assessment) - [Management Development](https://www.penguinlearning.co.uk/development-management) - [Training Consultancy](https://www.penguinlearning.co.uk/training-consultancy) - OUR SOLUTIONS - [DISC Workshop](https://www.penguinlearning.co.uk/company-wide-disc-workshop) - [Transition to Management](https://www.penguinlearning.co.uk/transition-to-management) - [Developing High Performing Teams](https://www.penguinlearning.co.uk/developing-high-performing-teams) - [Building Effective Teams](https://www.penguinlearning.co.uk/building-effective-teams-workshop) - [Courses For Customer Service Development](https://www.penguinlearning.co.uk/courses-for-customer-service-development) - RESOURCES - [Contact](https://www.penguinlearning.co.uk/contact) - [Blog](https://www.penguinlearning.co.uk/learn) [![Book A Discovery Meeting](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/26242804/interactive-253615566050.png)](https://www.penguinlearning.co.uk/hs/cta/wi/redirect?encryptedPayload=AVxigLKw0u7v4T81lGcELlV2yZHM9RYJ83vruowd4IWMT2HqSi%2BGSbK2VWbHSGNW7C7zMMDFW99l9HdJRC4PUPHKIxV80S2NEoQAC%2F6JwatPv5rzf%2FYwg2LXqT9CA9eoTwBKW5G5R%2BZXWLZ5Eg7p0XYXh%2FmEXCQNuGZOF2cSfTqMXasz8AMD3btw9dww%2FcHEaMwP4fSzywjPgsaBHVA98F9nM%2BhcTT0oBuArXVyapQ%3D%3D&webInteractiveContentId=253615566050&portalId=26242804) **CONTACT** [hello@penguinlearning.co.uk](mailto:hello@penguinlearning.co.uk) [+44 7399 578565](tel:+447399578565) # From Collections to Conversations: How Hoist Finance Boosted Conversions with Targeted Training ![From Collections to Conversations: How Hoist Finance Boosted Conversions with Targeted Training](https://www.penguinlearning.co.uk/hubfs/Blog/From-Collections-to-Conversations-How-Hoist-Finance-Boosted-Conversions-with-Targeted-Training.webp) For any debt collection company, the key to success lies in both efficiency and effectiveness. For **Hoist Finance**, a global financial services company, a dip in performance and missed targets across their seven European contact centres highlighted a need for a new approach. The challenge wasn’t just about collecting debt; it was about transforming agent-customer interactions to drive better results. ### **Diagnosing the Challenge: Beyond the Numbers** Penguin Learning was brought in to diagnose the root cause of the performance decline. Their analysis revealed a critical gap: agents weren’t building effective relationships with customers, and they lacked the necessary negotiation skills and assertiveness. Furthermore, managers were providing poor quality feedback, failing to properly support and challenge their teams. The metrics were clear: key indicators like conversions, negotiation effectiveness, and kept promise rates were not being met. ### **The Tailored Solution: Two Bespoke Programmes** To address these issues, Penguin Learning partnered with Hoist to create two distinct, but interconnected, training programmes: one for agents and one for managers. - **Agent Programme:** This training focused on fundamental behavioural changes. Agents learned how to increase their accountability, improve negotiation skills using logic, enhance their emotional intelligence, and become more flexible in their approach to customer conversations. The goal was to move from a transactional mindset to a more collaborative one. - **Management Programme:** The management training was designed to empower leaders to drive performance. It focused on developing a commercial mindset by linking daily 'inputs' to tangible 'outputs'. Managers were taught the power of a positive praise-to-criticism ratio, how to adapt their communication styles, and were given "quick hit coaching" techniques to provide effective, timely feedback. ### **The Results: A Shift in Performance Culture** The results of the training programmes were transformative. Hoist Finance saw a significant upturn in their key performance indicators, proving that investing in people can directly impact the bottom line. - **Leader Effectiveness:** The effectiveness of leaders in negotiation jumped from **35% to 56%**. - **Sales Conversions:** Sales conversions rose from **12% to 22%**. - **Wider Metrics:** Other impressive results included a **9.38%** increase in conversion, a **1.85%** increase in yield, and a **0.5%** increase in the kept promise rate. By focusing on a human-centred approach to debt collection, Hoist Finance not only improved their metrics but also fostered a more professional and effective performance culture.  “Working with Penguin was seamless, they are extremely easy to work with. Professional and fun and with a level of attention to detail, flexibility in approach and focus on lasting results that enables success. Great results from a great team! - Claire Jackson, Head of Learning and Development  Topics: [Case studies](https://www.penguinlearning.co.uk/learn/tag/case-studies) - Recent - Topics - Archive Recent Topics - [Learning and Development Programmes (13)](https://www.penguinlearning.co.uk/learn/tag/learning-and-development-programmes) - [DISC (12)](https://www.penguinlearning.co.uk/learn/tag/disc) - [DISC Behavioural Assessments (10)](https://www.penguinlearning.co.uk/learn/tag/disc-behavioural-assessments) - [Behavioural Assessments (9)](https://www.penguinlearning.co.uk/learn/tag/behavioural-assessments) - [Management Development Training (7)](https://www.penguinlearning.co.uk/learn/tag/management-development-training) - [Case studies (3)](https://www.penguinlearning.co.uk/learn/tag/case-studies) - [Know Yourself Workshops (3)](https://www.penguinlearning.co.uk/learn/tag/know-yourself-workshops) - [Virtual Workshops (2)](https://www.penguinlearning.co.uk/learn/tag/virtual-workshops) - [High-Performing Teams (1)](https://www.penguinlearning.co.uk/learn/tag/high-performing-teams) - [Investment (1)](https://www.penguinlearning.co.uk/learn/tag/investment) - [Transition To Management (1)](https://www.penguinlearning.co.uk/learn/tag/transition-to-management) See all Archive - [July 2026 (3)](https://www.penguinlearning.co.uk/learn/archive/2026/07) - [June 2026 (6)](https://www.penguinlearning.co.uk/learn/archive/2026/06) - [March 2026 (2)](https://www.penguinlearning.co.uk/learn/archive/2026/03) - [February 2026 (2)](https://www.penguinlearning.co.uk/learn/archive/2026/02) - [January 2026 (1)](https://www.penguinlearning.co.uk/learn/archive/2026/01) - [December 2025 (2)](https://www.penguinlearning.co.uk/learn/archive/2025/12) - [November 2025 (1)](https://www.penguinlearning.co.uk/learn/archive/2025/11) - [September 2025 (2)](https://www.penguinlearning.co.uk/learn/archive/2025/09) - [August 2025 (2)](https://www.penguinlearning.co.uk/learn/archive/2025/08) - [January 2021 (3)](https://www.penguinlearning.co.uk/learn/archive/2021/01) - [December 2020 (2)](https://www.penguinlearning.co.uk/learn/archive/2020/12) - [November 2020 (2)](https://www.penguinlearning.co.uk/learn/archive/2020/11) - [October 2020 (2)](https://www.penguinlearning.co.uk/learn/archive/2020/10) - [September 2020 (2)](https://www.penguinlearning.co.uk/learn/archive/2020/09) - [August 2020 (4)](https://www.penguinlearning.co.uk/learn/archive/2020/08) - [July 2020 (5)](https://www.penguinlearning.co.uk/learn/archive/2020/07) - [June 2020 (4)](https://www.penguinlearning.co.uk/learn/archive/2020/06) - [May 2020 (4)](https://www.penguinlearning.co.uk/learn/archive/2020/05) - [April 2020 (2)](https://www.penguinlearning.co.uk/learn/archive/2020/04) See all ### Subscribe by email Share this [Share on X](https://x.com/intent/post?url=https://www.penguinlearning.co.uk/learn/from-collections-to-conversations&text=Hoist+Finance+Case+Study%3A+Boosting+Conversions+via+Training) [Share on Facebook](https://www.facebook.com/sharer/sharer.php?u=https://www.penguinlearning.co.uk/learn/from-collections-to-conversations&t=Hoist+Finance+Case+Study%3A+Boosting+Conversions+via+Training) [Share on LinkedIn](https://www.linkedin.com/shareArticle?mini=true&url=https://www.penguinlearning.co.uk/learn/from-collections-to-conversations&t=Hoist+Finance+Case+Study%3A+Boosting+Conversions+via+Training) Previous story [← ​Virtual vs In-Person Workshops: Which One Is Best For Customer Service Development](https://www.penguinlearning.co.uk/learn/virtual-vs-in-person-workshops) Next story [Building Bridges, Not Barriers: A Case Study in Effective Management with the Co-op →](https://www.penguinlearning.co.uk/learn/building-bridges-not-barriers-a-case-study-in-effective-management-with-the-co-op) ## You May Also Like These Related Stories [Building Bridges, Not Barriers: A Case Study in Effective Management with the Co-op](https://www.penguinlearning.co.uk/learn/building-bridges-not-barriers-a-case-study-in-effective-management-with-the-co-op) ![A Case Study in Effective Management with the Co-op](https://www.penguinlearning.co.uk/hubfs/Blog/DSC04447.webp) [Case studies](https://www.penguinlearning.co.uk/learn/tag/case-studies) ### Building Bridges, Not Barriers: A Case Study in Effective Management with the Co-op 6 min read [Co-op Funeralcare](https://www.penguinlearning.co.uk/learn/co-op-funeral-care) ![co-op-funeral-care](https://www.penguinlearning.co.uk/hubfs/Elderly%20man%20with%20dark%20grey%20jacke.webp) ### Co-op Funeralcare 3 min read [Beyond the Buzzwords: A Case Study in Team Cohesion with Orrjo](https://www.penguinlearning.co.uk/learn/beyond-the-buzzwords-a-case-study-in-team-cohesion-with-orrjo) ![Beyond the Buzzwords: A Case Study in Team Cohesion with Orrjo](https://www.penguinlearning.co.uk/hubfs/Blog/Beyond-the-Buzzwords-A-Case-Study-in-Team-Cohesion-with-Orrjo.webp) [Case studies](https://www.penguinlearning.co.uk/learn/tag/case-studies) ### Beyond the Buzzwords: A Case Study in Team Cohesion with Orrjo 2 min read ### Get Email Notifications ### No Comments Yet Let us know what you think #### ![Penguin Learning Logo](https://www.penguinlearning.co.uk/hs-fs/hubfs/Penguin%20Leaning%20Logo.webp?width=531&height=188&name=Penguin%20Leaning%20Logo.webp) Unit D5 Bartonfields Centre, Longford Ln, Church Broughton, Derby, DE65 5SG [E: hello@penguinlearning.co.uk](mailto:hello@penguinlearning.co.uk) [M: +44 7399 578565](tel:+447399578565) [Join us on Slack](https://www.linkedin.com/company/penguin-learning/https://www.linkedin.com/company/penguin-learning/) [Browse our GitHub projects](https://www.youtube.com/channel/UCrPKpywnNReUFvv_DhXyO1Q) Other Links - [About Us](https://www.penguinlearning.co.uk/about) - [How We Work](https://www.penguinlearning.co.uk/how-we-work) Resources - [Learn](https://www.penguinlearning.co.uk/learn) - [Contact](https://www.penguinlearning.co.uk/contact) Copyright © 2026 Penguin Learning Ltd. Designed & Developed by [JDR Group](http://www.jdrgroup.co.uk) - [Cookies](https://www.penguinlearning.co.uk/cookies) - [Privacy](https://www.penguinlearning.co.uk/privacy-policy) - [Disclaimer](https://www.penguinlearning.co.uk/disclaimer) - [Terms](https://www.penguinlearning.co.uk/terms-and-condition) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Paul Nolan", "url" : "https://www.penguinlearning.co.uk/learn/author/paul-nolan" }, "dateModified" : "2025-12-01T04:13:59.884Z", "datePublished" : "2025-08-29T09:00:00.000Z", "headline" : "Hoist Finance Case Study: Boosting Conversions via Training", "image" : [ "https://www.penguinlearning.co.uk/hubfs/Blog/From-Collections-to-Conversations-How-Hoist-Finance-Boosted-Conversions-with-Targeted-Training.webp" ], "mainEntityOfPage" : { "@id" : "https://www.penguinlearning.co.uk/learn/from-collections-to-conversations", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.penguinlearning.co.uk/hubfs/penguin-1.png" }, "name" : "Penguin Learning" } } ``` ```json { "@context" : "https://schema.org", "@type" : "LocalBusiness", "address" : { "@type" : "PostalAddress", "addressCountry" : "UK", "addressLocality" : "Burton-on-Trent", "addressRegion" : "Derbyshire", "postalCode" : "DE13 9DZ", "streetAddress" : "109 Knowles Hill Rolleston-on-Dove" }, "alternateName" : "Penguin Learning Ltd", "contactPoint" : { "@type" : "ContactPoint", "areaServed" : "GB", "availableLanguage" : "en", "contactType" : "customer service", "telephone" : "0808 502 0309" }, "geo" : { "@type" : "GeoCoordinates", "latitude" : 52.8604, "longitude" : -1.6869 }, "image" : "https://www.penguinlearning.co.uk/hs-fs/hubfs/Make-a-lasting-difference.webp", "logo" : "https://images.squarespace-cdn.com/content/v1/60caf574637374677e873aa3/1625215921089-KTNX99670AIZ5LXFE43C/penguin.png", "name" : "Penguin Learning Ltd", "openingHours" : [ "Mo-Fr 09:00-17:00", "Sa Closed", "Su Closed" ], "priceRange" : "£", "sameAs" : [ "https://www.linkedin.com/company/penguin-learning/", "https://x.com/penguinlearning", "https://www.youtube.com/channel/UCrPKpywnNReUFvv_DhXyO1Q" ], "telephone" : "0808 502 1635", "url" : "https://www.penguinlearning.co.uk/" } ``` ```json { "@context" : "https://schema.org", "@type" : "WebPage", "description" : "Hoist Finance revamped debt collection with targeted training, enhancing agent-customer interactions and driving key performance gains.", "inLanguage" : "en-GB", "name" : "Hoist Finance Case Study: Boosting Conversions via Training", "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.penguinlearning.co.uk/hs-fs/hubfs/Penguin%20Leaning%20Logo.webp" }, "name" : "Penguin Learning Ltd", "url" : "https://www.penguinlearning.co.uk/" }, "url" : "https://www.penguinlearning.co.uk/learn/from-collections-to-conversations" } ``` ```json { "@context" : "https://schema.org", "@type" : "BreadcrumbList", "itemListElement" : [ { "@type" : "ListItem", "item" : "https://www.penguinlearning.co.uk/", "name" : "Home", "position" : 1 }, { "@type" : "ListItem", "item" : "https://www.penguinlearning.co.uk/learn/from-collections-to-conversations", "name" : "From Collections to Conversations: How Hoist Finance Boosted Conversions with Targeted Training", "position" : 2 } ] } ```