The importance of knowing an individual’s ability to pay is crucial to your agency’s organization of account inventory. It significantly helps your collectors in their talk offs and the collection strategy approach to each account. Having this information is also helpful in the organization of dialer campaign strategies and letter strategies.
A situation where this difference is critical is a higher balance account with a high propensity or ability to pay versus a lower balance account with a high propensity or ability to pay. Different work strategies will need to be used on both accounts. A very direct letter strategy for the lower balance accounts can produce very positive results, where the high balance accounts will require direct contact from a collector. As the collector is working these accounts, talk offs can be adjusted knowing indicators show the individual can settle the financial obligation. Parameters such as settlement offer or pay plan window options can be a bit tighter while your collectors are working in this group of accounts.
Much the same way, higher balance accounts with a lower propensity to pay would be approached differently. Settlement offers may be expanded a bit, or the time window and the number of payments offered in payment plans may be expanded to work with the individual since the indicators reflect the individual may not have the same ability to fulfill the financial obligation as others.
With lower balance, lower propensity to pay accounts, the strategy applied to these may be to limit the number of collector resources and efforts put towards these accounts and focus more on dialer and texting campaign strategies specifically for these accounts. Settlement offers and payment plan options can be expanded even further in an attempt to find an arrangement that fits within these account situations.
Another advantage of knowing and analyzing your inventory’s propensity or ability to pay helps you determine if monies are being left on the table. As individuals are different, so are accounts where the indicators identify individuals who are in those middle percentiles on the ability to pay. Frequently propensity to pay analysis will identify quadrants where the liquidation rate is not as successful as one may hope. These are the mid-range propensity to pay accounts where each situation may or does require a more unique individual approach to a satisfying solution for both the account and the agency.
The ability to segregate these accounts into independent work queues and/or campaigns allows for modifications to the collection strategies to be made and then analyze the effect those adjustments had on the overall collections in that propensity to pay range.
The biggest advantage of sorting or presenting accounts from work queues to your collectors allows you and your staff to focus first on those areas where you are most productive and then as you progress through the inventory, allows you to adjust talk offs and payment options as needed. It also allows you to tailor work queues and dialer campaigns to those collectors whose skillsets appear to match best with certain individuals and their ability to pay range.
For more information on how to engage this solution on your collection platform and inventory please contact The Intelitech Group at www.intelitechgroup.com.
|Russell Pachl is an Operational Consultant for The Intelitech Group and has over 25 years of ARM experience, including 22 years at Columbia Ultimate and now nearly 5 years with The Intelitech Group. His passion is to continually help agencies work more effectively with scores and data, visit paradigm shifts that are needed to look at approaching collections differently than in the past and to continually take advantage of developing technologies. Contact Russ|