Delinquent Accounts per Collections Employee
Definition: 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.
Discussion: The Customers per Collections Staff key performance indicator (KPI) is the average number of customers handled per collections staffer over a set period of time (monthly, quarterly, yearly). A high number for this KPI is ideal, indicating that the staff utilization rate is being used to highest capacity. A low number for this KPI could indicate overstaffing or that staff hours are being underutilized.