Focus is to provide additional incentives for efforts exceeding the expectations set in the normal KPI.
Main areas of concern are the following;
Cash Collections
Payee percentage
Resolution rates for accounts <90DPD or pre-termination
Recovery rate for account >90DPD or paid off accounts
Visit
Quality
Coverage
Definitions
KPI | Percentage weight | Definition |
|---|---|---|
Cash Collections | Actual Cash collected | |
Payee Percentage | #of accounts assigned in a month divided by the #of accounts that paid within the month | |
Resolution Rate | The percentage of accounts that was moved or avoided termination. Based on the actual no. of contracts assigned to an individual | |
Recovery rate | The percentage of amount returned to the bank versus the actual amount assigned to the individual. | |
Visits | Actual unique visits provided to each account. *Unique visit is defined as. A visit where all the required elements of a successful contact has been made. -Disposition in system -Account tagging -GPS/Picture of visits/Report | |
Quality | All items that covers -Bank QA requirements -Regulatory req. -Process Quality | |
Coverage | % of field accounts serviced. versus the Total population of contracts. |