The Importance of Quality in Collection Performance Management

Howard Enders

Historically, collection dollars are the ultimate measurement of a debt collector’s performance.  Sure, most companies looked at metrics such as number of calls and the like, and legal compliance has always been paramount, but at the end of the day those gross or fee dollars were the golden measurement, and the metrics measured in between were done so as a way to drive the dollars.

While quality was always an important component to any collections program to most creditors and agencies, more and more we’ve found that creditors are now placing an increased focus on call quality as THE key metric, in many cases even over dollars collected.   The question is no longer just “how much money”, but “how did you get that money.”