Credit & Collections KPIs & Metric Definitions

What are Collections KPIs?

Collections Key Performance Indicators (KPIs) and metrics track the overall performance of an organizations reconciliation efforts of delinquent accounts. Collections departments operate mostly as call centers and metrics are typically found in abundance in these organizations. Narrowing down collections metrics into a manageable number of KPIS is proven to increase collections team results.

Using KPIs to Manage Your Collections Department’s Performance

Top Collections departments rely heavily on metrics to manage individual and area performance. One of the most important, yet hard to extract from today’s systems, is the total amount recovered vs. the addressable recoveries (i.e., what was collected compared to what could have been collected). These performance metrics allow Collections departments to determine if stricter write-off thresholds should be setup or if employee negotiations metrics need improvement.

Collections KPIs, Metrics & Benchmarks

What are Collections KPIs?

Using KPIs to Manage Your Collections Department’s Performance

Collections Benchmarking Report

Average Handle Time (AHT)

6 Collections KPI Examples to Increase Recoveries

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Collections Benchmarking Report

Average Handle Time (AHT)

Accounts Receivables Beyond 60 Days

Days Sales Outstanding (DSO)

Percentage of Outbound Calls Resulting in Promise to Pay

Percentage of Inbound Promises to Pay Kept

Collections Liquidation Rate

Collections Connect Rate

Accounts per Collections Employee

Amount Collected per Collections Employee

Collections Revenue as a Percentage of Total Amount Collected

Average New Collections Account Size

Average Collections Payment Size

Amount Collected per Account

Amount Collected per Collections Agent

Collections Revenue per Collections Agent

Expense per New Collections Account

Collections Expense per Collections Employee

Profit per Account in Collections

Collections Revenue per Account

Percentage of Commercial Loans 30-89 Days Past Due

Percentage of Commercial Loans 90+ Days Past Due

Collections KPI Encyclopedia

Percentage of High Risk Accounts (Billing Issues)

Organizational Structure: Collections

Percentage of Accounts Requiring Skip tracing

Percentage of Accounts in Collections with Missing or Incomplete Data

Collections Payment Refusal Rate

Total Expense: Collections

Total Employees: Collections

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