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.

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  2. Individual Collections KPI benchmarks that contain 1 benchmarked KPI –
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  3. Custom Collections benchmarking KPI Data-as-a-Service projects and consulting engagements
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    • Price varies based on scope
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KPI's & Data 

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Total Volume: Outbound Collections Dials (Late Stage)

The total number of outbound dials (calls) to delinquent customers (customers that are 120+ days past due on their payments) made by collections employees over a certain period of time.

KPI Type : Volume

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KPI's & Data 

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Total Volume: Outbound Collections Dials (Early Stage)

The total number of outbound dials (calls) to delinquent customers (customers that are 30-90 days past due on their payments) made by collections employees over a certain period of time.

KPI Type : Volume

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KPI's & Data 

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Total Volume: Outbound Collections Dials

The total number of outbound dials (calls) to delinquent customers made by collections employees over a certain period of time. Includes calls made to the customer in all stages of collectio...

KPI Type : Volume

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KPI's & Data 

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Span of Control: Credit & Collections

The average number of employees reporting to a single manager in the Credit and Collections Department.

KPI Type : Organizational

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KPI's & Data 

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Bad Debt Write Off Rate

The dollar value of accounts receivable that are written off as bad debt as a percentage of the average value of accounts receivable over the same period of time.

KPI Type : Quality

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KPI's & Data 

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Percentage of Right Party Contacts (Early Stage)

The number of outbound calls to customers in early stage delinquency (customers who are 30-90 days past due on their payments) resulting in a right party contact (RPC; i.e., correct customer...

KPI Type : Quality

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KPI's & Data 

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Cycle Time: Credit Approval

The number of hours required to approve credit terms for a new order (including credit investigation, terms and approval) from when the order information is received until the credit terms a...

KPI Type : Service

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KPI's & Data 

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Total Volume: Chargebacks

The number of chargebacks (i.e., payments made back to the customer) arising from a customer dispute processed by the Accounts Receivable or Customer Service/Billing Department over a certai...

KPI Type : Volume

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KPI's & Data 

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On-Time Credit Collection Rate

Total number of credit sales collected on time divided by the total number of credit sales collected over a certain period of time, as a percentage.

KPI Type : Quality

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Cash Conversion Cycle (CCC)

The number of calendar days required to convert products to cash from sale, from the time the product is available for sale (i.e., in inventory) until the product is paid for and converted t...

KPI Type : Quality

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KPI's & Data 

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Right Party Contact (RPC) Rate

The number of outbound calls made to the intended contact (i.e., a "right party" contact, or RPC) as a percentage of total outbound calls connected over the same period of time.

KPI Type : Quality

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KPI's & Data 

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Percentage of Accounts Past Due

The number of customers accounts managed by the company that are currently past due and require collections action divided by the total number of customer accounts managed, as a percentage....

KPI Type : Quality

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KPI's & Data 

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Calls Handled

The total number of calls handled (incoming) by Call Center representatives during a given time period (hourly/daily/weekly/monthly). This number does not include calls handled or resolved e...

KPI Type : Volume

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KPI's & Data 

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Average Compensation: Collections Skip tracers

The average total annual compensation (salary, bonuses, commissions) for collection agency, or collections department, skip tracers at a certain point in time.

KPI Type : Cost

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KPI's & Data 

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Collections Expense as a Percentage of Total Expense

The expense incurred by the Collections Department divided by the total expense incurred by the company over the same period of time, as a percentage.

KPI Type : Cost

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KPI's & Data 

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Collection Effectiveness Index (CEI)

The total dollar amount owed to the company divided by the dollar amount collected by the company's Collections or Accounts Receivable (AR) departments over the same period of time, as a per...

KPI Type : Quality

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KPI's & Data 

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Average Age of Purchased Debt

The average number of days over a certain period of time in which an account purchased by a Collections Agency or Group has been delinquent.

KPI Type : Quality

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60+ DPD Accounts per Collections Employee

The total number of accounts delinquent for 60 or more days divided by the number of employees working within the Collections Department, or agency at a certain point in time.

KPI Type : Productivity

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KPI's & Data 

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Average Account Age (Delinquent Accounts)

The average number days past due (i.e., age) for an individual account managed by the Accounts Receivable and/or Collections Departments/Agencies at a certain point in time.

KPI Type : Quality

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KPI's & Data 

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Average Base Salary: Collection Agency Partners & Owners

The average base salary for partners and/or owners of collections agencies over a certain period of time.

KPI Type : Cost

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KPI's & Data 

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Average Base Salary: Collectors

The average annual base salary for collectors working for a collections agency, or collection department, at a certain point in time.

KPI Type : Cost

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KPI's & Data 

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Average Base Salary: Collections Managers & Supervisors

The average annual base salary for managers and supervisors of collections operations at collections agencies at a certain point in time.

KPI Type : Cost

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Collections Staffing Ratio

The total number of company-wide employees divided by the number of Collections Department employees working for the company at the same point in time, expressed as a ratio (e.g., total empl...

KPI Type : Organizational

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KPI's & Data 

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Average Compensation: Collection Agency Partners & Owners

The average total compensation (salary, bonuses, commissions) for partners and/or owners of collections agencies over a certain period of time.

KPI Type : Cost

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Average Compensation: Collectors

The average total compensation (salary, bonuses, commissions) for collectors working for a collection agency over a certain period of time.

KPI Type : Cost

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KPI's & Data 

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Average Compensation: Collections Managers & Supervisors

The average total compensation (salary, bonuses, commissions) for managers and supervisors of collections operations at collections agencies over a certain period of time.

KPI Type : Cost

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KPI's & Data 

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Span of Control: Collections

The average number of collections employees (includes agents and support/administrative staff) reporting to each collections manager.

KPI Type : Organizational

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KPI's & Data 

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Collections Connect Rate (Late Stage)

The total number of outbound calls to customers in late stage collections (customers who are 120+ days past due on their payments) that are connected (i.e., the phone number dialed is in ser...

KPI Type : Quality

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KPI's & Data 

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Collections Connect Rate (Early Stage)

The number of outbound calls to customers in early stage collections (customers who are 30-90 days past due on their payments) that are connected (i.e., the phone number is in service) divid...

KPI Type : Quality

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KPI's & Data 

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Percentage of Right Party Contacts (Late Stage)

The number of outbound calls to customers in late stage delinquency (customers who are 120+ days past due on their payments) resulting in a right party contact (RPC; i.e., correct customer w...

KPI Type : Quality

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