Comment by Matthew Schneider on May 24, 2011 at 3:04pm

One of the things that I think is good to look at is $ collected per collector per hour.

Comment by Jim Barnhart on May 24, 2011 at 3:16pm

Contacts per hour,

Promise to pays per hour,

Dollars collected per hour,

Percentage of time logged on the system,

Wrap time,

Percentage of Promise to pays kept.

 

Comment by Glenn Regan on May 24, 2011 at 3:50pm

We track KPI's accross the country according to geo-economic trends.  We show areas that have different propensities to pay depending on the vertical and or KPI.  Some include orig balance, current balance, dollars collected per time frames...etc.  We can even tie it into the skillset of your employee's.  If you have a KPI you want to track i have included our sample file requirements.  I can do an analysis for you of upto 50,000 records.

hope this helps
Glenn Regan
Impact Data
glenn.regan@impactdata.com
480-295-9199 begin_of_the_skype_highlighting              480-295-9199     end_of_the_skype_highlighting

feel free to contact me

PREPARE your SAMPLE DATA FILE with the following FIVE (5) REQUIRED FIELDS of INFORMATION:
1.  Unique Identifier (Account #)
2.  Total Spend, Original Balance, or other cumulative Key Performance Indicator
3.  Zip Code (zip only not +4)
4.  Number of Transactions (i.e. Total # of Payments with minimum of 90 days history)
5.  Cumulative Dollar Amounts (reflecting a minimum of 90 days history)

Optional Fields may be added in regard to specific type of business or accounts by location. Please clearly identify and define these fields.
Files can be submitted in any of the following formats: CSV, TXT, XLS, DBF
STEP 1. SUBMIT the FOLLOWING INITIAL DATA ONLY:
A.  Unique Identifier (Account #)
B.  Total Spend, Original Balance, or other cumulative Key Performance Indicator
C.  Zip Code (zip only not +4)
Once we receive this data we will run it through the IMPACT model and send back a high level 9-Segment Summary. We then request the “cumulative” history file of the same accounts be submitted within 24 hours:
STEP 2. SUBMIT HISTORY:
A.  Unique Identifier (Account #)
B.  Number of Transactions
C.  Cumulative Dollar Amounts

Comment by Jeremy Mapes on May 25, 2011 at 1:38am

People are usually only limited by their collection software and the direct integration it has with the associated dialer/phone platform.

 

Attempts -> Calls -> Connects -> Contacts -> Promises ($ and %) 

---> The simple

Add in ->

% Time no account up by collector

% Time collector updating notes (not calling)

% Time waiting for a phone call

% Time on call

 

Average call length for a promise

 

Target rates of comparable collectors

Client breakdown of same numbers

IVR campaigns (inbound and outbound foti compliant)

best time to call

Percentage of call capacity throughout day

 

That's just the beginning, not including legal, letter collections, skiptracing, % of information accurate at list, and about a million other KPI depending on what I'm comparing and leveraging.

Comment by Will Turner on May 31, 2011 at 3:35pm

Chris,

Thank you for opening up this interesting topic!

 

We find collection organizations of all sizes track KPI’s but don’t always associate KPI’s to their vendors, strategies or specific segmentation of their business.  One of the interesting things about production KPI’s is the purpose they serve… gauging how well current strategies are working or not working. 

 

Typical KPI reports don’t provide the answer to a better strategy or what the KPI’s looks like with an alternative strategy.  Or they lack the granularity to provide actionable data.

The different view we take is to track KPI’s in different environments (production, test, benchmarking), measure this across various segmentations (vendor, debt type, balance, score, etc.) of a clients portfolio and run optimization routines to determine the optimal strategy and associated KPIs.   The metrics we track aren’t so different but how we analyze and gain insight from them are the key.

We use different metrics to improve efficiencies and other metrics to improve effectiveness.

 

Will Turner – Vice President

TEC Analytics

941-234-4214

Will.Turner@TECsg.com

Comment