Collections Connect Rate

Benchmarking Report

Collections Connect Rate

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 Collections Connect Rate. 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 Collections Connect Rate?

The number of outbound dials that are connected to a valid phone number divided by the total number of outbound dials attempted over the same period of time, as a percentage. A "valid" outbound dial (i.e., a "connect") includes calls that are connected to a phone number that is in service.

Why should Collections Connect Rate be measured?

Collections Connect Rate measures the number of outbound dials that are connected to a valid phone number in relation to the total number of outbound dials attempted over the same period of time. Low value for this metric can be related to a number of factors, including inefficient customer tracking and management practices (i.e., tracking of customer communications and contact information), poor initial lead generation and research processes, little communication with the departments/employees/creditors that originally dealt with the customers before their accounts were handed to collections, and sub-par collections employee training and performance. Excessively low values for this metric can, furthermore, increase overall charge-off rates (i.e., a write off expressing that the money owed is unlikely to be collected) and expose the company to financial risks by preventing on-time payment of liabilities.


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