Amount Collected per Collections Agent

Benchmarking Report

Amount Collected per Collections Agent

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Amount Collected per Collections Agent. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is Amount Collected per Collections Agent?

The total dollar amount successfully collected by the Collections function over a certain period of time divided by the average number of collections agents (does not include administrative or support employees working in the Collections function) working for the company.

Why should Amount Collected per Collections Agent be measured?

Amount Collected per Collections Agent measures the efficiency with which collections agents successfully collect payments from managed accounts that owe money to the company (i.e., delinquent accounts) over a certain period of time. A relatively low value for this metric is typically related to a few common factors: highly manual collection processes (i.e., manual delivery late payment notifications, etc.), inefficient call scripts and call handling policies, poor customer contact tracking and management (i.e., tracking of customer communications and contact information), an increase in payment disputes (can be due to product or service errors, customer dissatisfaction or undelivered products or services), and sub-par collections employee training and performance. Each of these factors lead to increased error rates, longer cycle times and higher charge-off rates which can expose the company to financial risks (e.g., fines, legal actions, bankruptcy, etc.) by preventing on-time payment of liabilities.


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