Operational Assessment
A fast and factual expert look to define strengths and opportunities.
Assessments are approx. 3-4 days on-site with a thorough written report rendered before departing. They are always tailored to specific client needs, but typically cover the following scope.
Collection / Customer Service / Sales Strategy
- Segmentation of accounts and use of scoring
- “Aiming” of the work effort
- Organizational structure
- Process workflow
- Analysis, measurement and forecasting at the end result level
- Supporting systems
- Staffing levels
Production of Contacts
- Dialer operations and expertise
- Daily and weekly calling plans/process (dialer and manual)
- Management of production pacing factors
- Scheduling process and use of Prime Time
- “Manual” or high-risk production rates
- Supporting technology and systems
- Skip tracing process
- In-bound call management
- File penetration
- Comparison of PRODUCTION rates to Industry Best
Conversion of Contacts into Payments / Sales
- Call model (current)
- Collector/Associate call skills (current)
- Hiring and initial training process
- On-going collector/associate call skill development process
- Compensation and incentives (basis and amount)
- Available payment options and use
- Comparison of PAYMENT/SALES rates to Industry Best
The Management System
- Senior Management skills and roles
- Middle management skills and roles
- Supervisor skills and roles
- Process for developing First Line Supervisors and above
- Spans of control
- Scheduling of managers and supervisors
- Availability and appropriateness of production report
- Availability and appropriateness of payment/sales/skill report
- Focus on limited number of critical reports that identify performance opportunities and what to do about them.
- Avoidance of unnecessary reports and reports that generate counterproductive behavior.