Collections KPIs & Benchmarking Data

Collections Metric Definitions, Benchmarking Data & Reports

Filters

KPI NAME
KPI DEFINITION
DATA
(NUM. OF DATAPOINTS)
1
2
3
Showing results 1 through 31 of 79 records
Average Handle Time (AHT) The average number of seconds required to handle a single call (includes inbound and outbound calls), including any after-call work that is required. See data (1365)
Calls Offered The total number of calls coming into the Call Center over a certain period of time (includes both calls handled and calls that are never answered by a representative). See data (742)
Calls Handled The total number of calls handled (incoming) by Call Center representatives during a given time period (hourly/daily/weekly/monthly). See data (710)
Days Sales Outstanding (DSO) The number of days required for customers to pay the company, from when the sale has been completed until the time the customer pays in full. DSO is a component of the cash conversion cycle. See data (393)
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. See data (82)
Percentage of Inbound Promises to Pay Kept The total number of promises to pay made through inbound calls from delinquent customers that were actually paid/settled divided by the total number of customers who promised to pay on inbound calls over the same period of time, as a percentage. See data (82)
Amount Collected per Collections Employee The total dollar amount collected by the Collections Department, or agency, over a certain period of time divided by the total number of collections employees (include collectors, managers and administrative/support staff). See data (71)
Delinquent Accounts per Collections Employee The total number of delinquent customer accounts managed by the Collections Department, or agency, divided by the total number of employees working in the Collections Department (includes administrative and support employees as well as Collections agents and managers) at the same point in time. See data (50)
Profit per Account in Collections Gross profit (total revenue minus total operating expenses) earned by the collections function, or agency, over a certain period of time divided by the total number of delinquent accounts managed. See data (32)
Collections Revenue per Account The total revenue generated (amount collected minus amount paid back to original cerditor) by the collections function, or agency, over a certain period of time divided by the total number of delinquent accounts managed. See data (32)
Collections Revenue per Collections Agent The total profit generated (amount collected minus any amount paid back to original creditor) by the collections function, or agency, over a certain period of time divided by the total number of collections agents working for the company. See data (32)
Expense per New Collections Account The total operating expense incurred by the collections function, or agency, divided by the total number of new accounts opened over the same period of time. See data (32)
Average New Collections Account Size The total dollar value of new accounts in collections (new business) divided by the total number of new accounts in collections over the same period of time. See data (32)
Average Collections Payment Size The total dollar amount collected by the collections function divided by the total number of collections made over the same period of time. See data (32)
Amount Collected per Account The total dollar amount collected by the collections function divided by the total number of accounts managed by the collections function over the same period of time. See data (32)
Amount Collected per Collections Agent The total dollar amount collected over a certain period of time divided by the total number of collection agents (does not include administrative or support employees working in the collections function). See data (32)
Collections Liquidation Rate The total dollar amount collected by the collections function divided by the total dollar amount of new accounts (new business) in collections over the same period of time. See data (32)
Percentage of Right Party Contacts The number of outbound calls made to valid phone numbers (correct contact) divided by the total number of outbound calls made over the same period of time, as a percentage. See data (31)
Collections Connect Rate The total number of outbound calls that are connected (i.e., phone number is in service) divided by the total number of outbound dials attempted over the same period of time, as a percentage. See data (28)
Total Volume: Outbound Collections Dials The total number of outbound dials to delinquent customers made by collections employees over a certain period of time. Includes calls made to customer in all stages of collections (i.e., early to late stage). See data (28)
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. See data (24)
Percentage of Outbound Calls Resulting in Promise to Pay The total number of outbound calls to customers resulting in a promise to pay (PTP) divided by the total number of outbound right party contacts (RPCs) made by collectors over the same period of time, as a percentage. Includes accounts at all stages of collections (i.e., early to late stage). See data (24)
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. See data (24)
Collections Expense per Collections Employee The total expense incurred by the collections function, or agency, over a certain period of time divided by the total number of collections employees. See data (24)
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. See data (24)
Accounts Receivables Beyond 60 Days The dollar amount of accounts receivable that are 60 days or more past due at a certain point in time divided by the total dollar amount of accounts receivable, as a percentage. See data (13)
Span of Control: Collections The average number of collections employees (includes agents and support/administrative staff) reporting to each collections manager. See data (4)
Percentage of Outbound Calls Resulting in Promise to Pay (Late Stage) The total number of outbound calls to customers in late stage delinquency (120+ days past due) resulting in a promise to pay (PTP) divided by the total number of outbound right party contacts (RPCs) made by collectors over the same period of time, as a percentage. See data (4)
Average Compensation: Collections Skiptracers The average total annual compensation (salary, bonuses, commissions) for collection agency, or collections department, skiptracers at a certain point in time. See data (3)
Frequency of Collector Compliance Training The average number of times Collections employees participate in compliance training sessions over a certain period of time.
Contact us for data

Looking for a custom solution?

OpsDog’s remote analytical team can provide custom, high quality data, reports and analysis for your organization with low cost and risk. Custom solutions include:

Questions?Call: 844-650-2888Email: info@opsdog.com

Let's find a solution that works for you. Fill out the form below and an OpsDog team member will contact you shortly to learn more about your needs...

Need help?
Call: 844-650-2888
Email: info@opsdog.com
TOTAL:
Tax will be calculated in the purchase step.
Continue to Payment
Please login to continue your purchase
Need help?
Call: 844-650-2888
Email: info@opsdog.com
Need help?
Call: 844-650-2888
Email: info@opsdog.com
Back to Top Back to Top