Collections KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Collections Performance

Collections

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Opsdog.com sells Collections KPI and benchmarking data in three different ways.

  1. Comprehensive Collections KPI benchmarking reports bundles that include 10 to 80+ measured KPIs.
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  2. Individual Collections KPI benchmarks that contain 1 benchmarked KPI –
    • Price range is $50-$65 per individual benchmarked KPI
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  3. Custom Collections benchmarking KPI Data-as-a-Service projects and consulting engagements
    • 3-10 week long KPI benchmarking projects
    • Price varies based on scope
    • Hybrid on-site/off-site low-cost model

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KPI's & Data 

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Organizational Structure: Collections

Yes/no metric indicating whether the Collections Department is centralized (all employees in a single location) or decentralized.

KPI Type : Organizational

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Number of Delinquent Account Adjustments Made

The total number of adjustments (e.g., changes to installment amount, payment terms, total balance. etc.) made to delinquent customer accounts over a certain period of time.

KPI Type : Quality

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Collections Non-Compliance Expense as a Percentage of Total Collections Expense

The non-compliance-related expenses (fines, etc.) incurred by the Collections Department, or agency, divided by the total expense incurred by the Collections function, or agency, over the sa...

KPI Type : Cost

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KPI's & Data 

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Management Levels: Collections

The total number of management levels, or layers, in the Collections Department.

KPI Type : Organizational

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Frequency of Collector Compliance Training

The average number of business days elapsed between when Collections employees participate in compliance training sessions over a certain period of time.

KPI Type : Quality

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Labor Expense per Dollar Collected

The expense incurred through employee compensation (salaries, wages, bonuses, commissions) divided by the total dollar amount collected over the same period of time.

KPI Type : Cost

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Account Charge-Off Rate

The number of delinquent accounts that must charged-off, or written off, divided by the total number of delinquent accounts managed over the same period of time, as a percentage.

KPI Type : Quality

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Forbearance Approval Rate

The number of forbearance requests that are approved divided by the total number of forbearance requests made by debtors over the same period of time, as a percentage.

KPI Type : Quality

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KPI's & Data 

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Unit Cost: Credit Checks

The total cost of performing customer credit checks (approving, changing and researching customer credit status) divided by the total number of credit checks performed over the same period o...

KPI Type : Cost

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Deferment Approval Rate

The number of deferment requests that are approved divided by the total number of deferment requests made by debtors over the same period of time, as a percentage.

KPI Type : Quality

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Total Amount Collected

The total dollar amount collected by the Collections Department, or agency, over a certain period of time.

KPI Type : Productivity

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KPI's & Data 

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Total Dollar Value of Debts Granted Forbearance

The total dollar value of debts where the debtor has been granted forbearance (i.e., monthly payments reduced or delayed for a certain period of time; interest still accrues) at a certain po...

KPI Type : Volume

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KPI's & Data 

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Total Dollar Value of Deferred Debts

The total dollar value of debts where payments have been deferred (i.e., payment of principal and interest is delayed for a certain period of time) at a certain point in time.

KPI Type : Volume

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KPI's & Data 

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Total Volume: Collections Non-Compliance Claims

The total number of claims filed against the Collections Department, or agency, over a certain period of time related to non-compliance to collections legislation (e.g., Fair Debt Collection...

KPI Type : Volume

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Total Volume: Delinquent Accounts

The total number of delinquent accounts managed by the Collections Department, or agency, at a certain point in time.

KPI Type : Volume

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Cycle Time: Debt Recovery

The number of business days required to recover a portion or the entirety of a debt from a delinquent account, from the time the Collections agent successfully contacts the account holder un...

KPI Type : Service

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KPI's & Data 

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Cycle Time: Bad Debt Write Off

The number of business days required to write off a bad debt, from the time when a debt is deemed unlikely to be collected until when the debt amount is written off (through an accounting jo...

KPI Type : Service

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KPI's & Data 

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Percentage of Monthly Debt Recovered

The percentage of outstanding debts from the previous month that are successfully collected over the course of the next month. Calculated by dividing the current past due amount by the previ...

KPI Type : Productivity

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Collections Expense per Dollar of Sales

The expense incurred by the Collections Department divided by total sales (dollar amount) generated by the company over the same period of time.

KPI Type : Cost

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Percent Change in Past Due Accounts Receivable

The percent change in total outstanding debt under management from a previous period (week, month, quarter or year) versus another subsequent measurement period of the same frequency.

KPI Type : Productivity

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Percent Change in 30-60 DPD Accounts Receivable

The percent change in total outstanding debt under management for accounts from 30-60 days past due from a previous period (week, month, quarter or year) versus another subsequent measuremen...

KPI Type : Productivity

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Percent Change in 60-90 DPD Accounts Receivable

The percent change in total outstanding debt under management for accounts from 60-90 days past due from a previous period (week, month, quarter or year) versus another subsequent measuremen...

KPI Type : Productivity

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KPI's & Data 

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Percent Change in 90-120 DPD Accounts Receivable

The percent change in total outstanding debt under management for accounts from 90-120 days past due from a previous period (week, month, quarter or year) versus another subsequent measureme...

KPI Type : Productivity

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KPI's & Data 

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Percent Change in 120+ DPD Accounts Receivable

The percent change in total outstanding debt under management for accounts from 120+ days past due from a previous period (week, month, quarter or year) versus another subsequent measurement...

KPI Type : Productivity

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KPI's & Data 

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Total Volume: Collections Payments

The total number of collections payments (i.e., payments from debtors on delinquent account balances) processed over a certain period of time.

KPI Type : Volume

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Percentage of Delinquent Customers Contacted

The number of delinquent customers contacted divided by the total number of customers on the delinquent customer dial list, or delinquent phone list (DPL), over the same period of time, as a...

KPI Type : Productivity

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Total Volume: Bad Debt Write Off

The total dollar amount of debts owed to the company that must be written off over a certain period of time because the balance is not likely to be collected from the debtor.

KPI Type : Volume

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Total Volume: Inbound Promises to Pay Kept

The total number of promises to pay made during inbound calls from delinquent customers that were actually paid/settled over a certain period of time.

KPI Type : Volume

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Percentage of Outbound Calls Resulting in Promise to Pay (Late Stage)

The number of outbound calls to customers in late stage delinquency (customers that are 120+ days past due on their payments) resulting in a promise to pay (PTP) divided by the total number...

KPI Type : Quality

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Percentage of Outbound Calls Resulting in Promise to Pay (Early Stage)

The number of outbound calls to customers in early stage delinquency (customers that are 30-90 days past due on their payments) resulting in a promise to pay (PTP) divided by the total numbe...

KPI Type : Quality

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