Call Center-driven Collections

"If an agent exceeds a 'five minute call-window' but is able to convince the caller to pay the liability over six months, this is a positive outcome. Before, we would not have appreciated the agent's effort because the only metric we could evaluate was average call time. Unequivocally, our business is better today with HardMetrics than it was a year ago."
- Director of Strategic Planning, Top U.S. Financial Recovery Agency

Your Mandate

Time is money and cash is king. Driving performance from your collections team is more than just ensuring agents adhere to schedules and track call-handling times. You need to know how much they collect, how quickly they collect and how much margin they preserve. In addition, you must:

Increase revenue / call, right party contacts, cash collected, promises to pay, litigation
contracts and other meaningful success metrics
Identify and replicate best practices to improve the collections process
Drive measurement and accountability throughout the A/R organization
Automate cumbersome manual processes for reporting and agent training

Your Opportunity

HardMetrics customers use our Collections Performance Manager (CPM) analytics platform to do all the above - and more. They chose the CPM analytics platform to:

Link A/R KPIs, such as DSO, ADD and others, to corporate operational and financial goals
Gauge effectiveness of specific asset recovery tactics
Empower managers and offer "self monitoring" to agents, with real-time access to
personal and team performance measures
Get their system up and running in about 20% of the time of a typical custom-built reporting
or analytics system

See how it works.