1. Collector Production Metrics

2. Cradle to Grave Collections
Alpha breakout strategy i.e. A-D, E-J, K-Q etc
Create queues that are similarly situated
Queues should be similarly sized but can be accounted for larger or smaller queues based on ratios on targets
Easiest way to stack rank employees is when their work load and type of work similarly situated

3. Performance - Quantitative
Calls
Right Party Contacts
Promises Made
Promises Kept
Queue Volume
Amounts Collected
Amounts Charged off
Performance Percentage
Delinquency Ratio

4. Performance - Qualitative
Collector Assessments – randomized qualitative audit of accounts
Review notes and account history for documentation and strategy/escalation process
Review calls and perform qualitative analysis of call quality and service

5. Stack Rank Collectors
Provide incentives for highest performing collectors
Allow collectors an opportunity to know exactly what their targets are and how they performed month over month

6. Detailed Metrics Collectors # 693.18 75.31% 95.31% 188.44% 37.5 48.0%
Hours Worked
Avg Time Per Call
Breaks
Calls
Contacts
Promises Made
Promises Broken
Promises Kept
Collectors #
Total Length
Actual
Target
% of Target
Variance
Collector 1
115.53
13.28 53
30.17
522
693.18
75.31%
199
208.8
95.31%
150
79.6
188.44% 18
37.5
48.0%
117
112.5
104.00%
Collector 2
120.5
13.75 26
19.97
526
723
72.75%
189
210.4
89.83%
106
75.6
140.21% 47
26.5
177.4% 58
79.5
72.96%
Collector 3
117.75
15.88 41
26.77
445
706.5
62.99% 98
178
55.06% 56
39.2
142.86% 23 14
164.3% 25 42
59.52%
Collector 4
131.95
20.78 44
34.53
381
791.7
48.12%
173
152.4
113.52% 45
69.2
65.03% 24
11.25
213.3%
33.75
68.15%
Collector 5
54.1
13.47 12
7.87
241
216.4
111.37% 83
96.4
86.10% 62
33.2
186.75%
15.5
116.1% 37
46.5
79.57%

7. Metrics Continued Promises Due Promises Broken Promises Kept
Queue Volume
Amounts Collected
Amount Charged Off
Performance % # $
Actual Average
Target
% of Target
Actual
135
$35,024.60 18
$3,521.73
117
$31,502.87 35 40
86.25%
32,715.00
35,074.08
93.27%
0.156
0.083
53.10%
119.68%
100.00%
105
$43,646.89 47
$21,355.31 58
$22,291.58 25 45
55.56%
41,736.00
31,633
131.94%
0.128
0.075
58.41%
100.93% 48
$17,033.17 23
$8,255.59
$8,777.58 34
75.56%
17,623.00
26,381.52
66.80%
0.092
0.062
67.67%
86.97%
$11,218.91 24
$5,824.14
$5,394.77 26
57.78%
34,933.00
25,604.00
136.44%
0.067
0.060
90.72% 55
$64,422.84
$21,222.86 37
$43,199.98
68.57%
60,580.00
72,259.14
83.84%
0.05
0.020
37.44%
128.07%

8. Metrics Continued
Collector Assessment %
Delinquency Ratio
Overall Score
Actual
Target
% of Target 91
100
91.00%
0.540
0.3
55.59%
86.13%
0.591
50.78%
80.22%
1.106
27.13%
67.81%
0.511
58.73%
82.63% 87
87.00%
0.143
0.2
140.28%
89.25%

9. Targets Slide Calls Target = hours worked * 6
Right Party Contact Target = 40% of calls made
Promises Made = 40% of RPC
Promises Kept = 75% of promises made
Amounts Collected Target: total all amounts collected by all delinquent queues and then take a percentage of that against the total portfolio balances of that entire alpha breakout regardless of late or not, based on the queue size in relation to the other queues. Example if queue A-D is 25% of all the queues based on portfolio size, and $300K was collected by all queues, the target is .25*$300K=$75K
Example in next slide – you need to isolate the queue size in relation to the portfolio balance for that alpha:

10. Example Queue Size Charge off Target
A-Z & VISA Queues Outstanding Balances
$ ,082,335.25
Outstanding Portfolio Balances
A-D
$76,233,213/306,082,335=0.25
$76,233,213.79
E-J
63,578,532/306,082,335=0.21
$ ,578,532.46
K-Q non visa
61,704,720/306,335=0.20
$ ,704,720.00
R-Z
=84,527,278/306,082,335=0.28
$ ,527,278.00
K-Q Visa
20,038,591/306,082,335=0.07
K-Q visa
$ ,038,591.00
Charge-off Target based on team .3% gross charge-off goal
A-D C/O Target
.3%*.25=0.075
E-J C/O Target
.3*.21=0.062
K-Q C/O Target
.3*.20=0.060
R-Z C/O Target
.3*.28=0.083
K-Q C/O Target VISAs
.3*.07=0.020

11. Weighted Average Scores
Metrics Weighted Scores
Promises Kept
Queue Volume
Amounts Collected
Amounts Charged off
Performance %
Assessment Scores
Delinq. Ratio
Weighted Score
Weight 5%
10%
15%
40%
Results 4 3 1 5
Collector 1
Weighted Results
0.200
0.150
0.400
0.100
0.750
1.600
3.35 2
Collector 2
0.050
0.500
0.600
3.10
Collector 3
0.450
2.80
Collector 4
3.25
Collector 5
0.300
3.75

12. Early Payment Collections Metrics

13. Resolve Rate Contact Expected Value (RCEV)

14. Early Stage Metrics Details

15. Stack Rank Collectors

16. Appendix