Percentage of Outbound Calls Resulting in Promise to Pay

Benchmarking Report

Percentage of Outbound Calls Resulting in Promise to Pay

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 Percentage of Outbound Calls Resulting in Promise to Pay. 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 Percentage of Outbound Calls Resulting in Promise to Pay?

The 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).

Why should Percentage of Outbound Calls Resulting in Promise to Pay be measured?

Percentage of Outbound Calls Resulting in Promise to Pay measures the number of outbound calls to customers resulting in a promise to pay (PTP) in relation to the total number of outbound right party contacts (RPCs) made by collectors over the same period of time. A low value for this metric can be indicative of inefficient call scripts and call handling policies, 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. Excessively low values for this metric 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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