Increase Collection RAtes
Become a better debt collector
See how our Client increased debt collections revenue by 6.7% and improved agent performance by 60% with BPA Quality’s Assurance Program. Discover the strategy behind their success!
With a limited quality assurance program and training in place, our Client sought to develop a standardized approach to measuring the quality of service they provide. Recognizing the need for a structured framework, they identified the necessity of implementing a Quality Assurance Performance Management Program. Their key objectives included:
- Achieving uniformity of processes across all agents
- Improving employee performance and debt collection revenue
- Providing quality assurance results and feedback to enhance internal training and coaching
BPA collaborated closely with our Client to design and implement a comprehensive quality monitoring program. This initiative ensured that all debt collection agents adhered to both company and regulatory guidelines. The program enabled the organization to:
- Identify training gaps and performance deficiencies
- Recognize and support top-performing agents
- Leverage BPA’s Quality Software, Quality PLUS, to gain an in-depth view of interaction quality at both agent and organizational levels, across all communication channels
The introduction of the Quality Assurance Performance Management Program led to measurable improvements in operational efficiency, compliance adherence, and financial performance:
- Debt collection revenue increased by 6.7%
- Retained top-performing agents exceeded the full team’s quota in debt collection
- Quality assurance call monitoring scores improved by 11.85%, rising from 54.12% to 60.53%, with a target of 80% by year-end
- Agent collection performance improved by over 60% in the final quarter, compared to 12% in the same quarter of the previous year
- An additional £4,353 per agent was collected in the final quarter compared to the previous year
Simon Rawlings, Senior Collections Manager, stated: “We have been really pleased with the Quality Assurance Performance Management Program that we introduced. It has not only allowed us to ensure we are meeting our compliance and regulatory needs but also has given us the visibility we need around agent performance.”
Ongoing Debt Collection Best Practices
Beyond immediate gains, the quality monitoring program played a crucial role in shaping the organization’s long-term strategy. By improving employee performance across most agents and identifying top performers, leadership was able to make informed retention decisions during the Covid-19 pandemic. Additionally, the insights from the program facilitated targeted coaching and training initiatives, further enhancing quality assurance scores, agent performance, and overall staff engagement.
“This insight has enabled us to introduce coaching and training programmes where required. This has resulted in us making significant improvements around quality assurance scores and in agent collection performance, whilst enhancing staff engagement within the programme.”