Administration: Collection Performance Assessment and Improvement
Problem Statement: Collection performance varies based on such factors as: type of debtor in queue, chance (e.g., debtor picks up phone), debtor ability to pay and collection techniques performed. In this project we will identify baseline performance and develop training to build skills that continuously maximize revenue recovery and shorten time to paid-in-full status.
Results: Comparing data from 2010 (prior to change) to 2011 (change implemented) results:
464.1% increase in calls
116% increase in contacts
160.5% increase in 'promised to pay'
1,140 decrease in letters
$3,762 increase in payments
