Your Predictive Dialer Operation May Be Leaving Collection Money on the Table
From ten years of helping dozens of clients improve their dialer operations, here is a typical performance opportunity:
| Days Past Due |
RPCs per Seat Hour1 |
RPCs per Seat Hour1 |
Missed Monthly RPCs |
Monthly Dollars Missed |
| |
(Industry Best) |
(Typical)) |
(per 50 Collectors2) |
(per 50 Collectors3) |
| 0-5 |
12 |
10 |
~14,000 |
~$151,000 |
| 30-59 |
10 |
6.5 |
~24,500 |
~$618,000 |
| 60-119 |
7 |
4.5 |
~17,500 |
~$310,000 |
| 120-149 |
4 |
2.5 |
~10,500 |
~$95,000 |
| >150 |
2 |
1.5 |
~3,500 |
~14,000 |
If you have a contact production opportunity, CBS can help you achieve and sustain major increases in RPCs within a few weeks.
And we guarantee results
"We absolutely guarantee results. If you have not recouped our fees through better collection performance within 120 days of implementing the CBS process, we will fully refund our professional fees. We leave measurement and determination of this entirely within your judgment."
At CBS we help install a Management Operating System that can include operational assessments, client-specific management & agent certification, diagnostic measurements, and management processes which build high-performing sustainable collection and customer care operations.
Notes
- RPC = Right Party Contact=the decision maker on the phone. Numbers are the average RPCs per every collector Seat Hour (not Paid Hour) across a typical week.
- Assumes 173 work hours per month and good floor discipline producing ~81% utilization or ~6.5 Seat Hours per 8 Paid Hours.
- Assumes the above, assumes average skill collector results (average payment size is product-dependent) and assumes the following:
| Days Past Due |
% of RPCs that pay |
% of the incremental RPCs
that would have paid
without the contact |
Average payment Size |
| 0-5 |
72% |
70% |
$50 |
| 30-59 |
53% |
30% |
$68 |
| 60-119 |
24% |
10% |
$82 |
| 120-149 |
10% |
5% |
$95 |
| >150 |
4% |
2% |
$105 |
- For “Managed Dial”, RPCs per Seat Hour are typically ~40% of Predictive Dial results
- For manual calling, RPCs per Seat Hour are typically ~10-20% of best Predictive Dial results
- Where spouses are counted as contacts, RPCs per Seat Hour are typically ~10% higher
|
