PARTICULARS

PROPOSED

Technology

BENEFITS

Receipt of data. Two types of data are

Auto FTP Scheduler. All the data for the project would be picked up from
a specific folder in the customers system , uploaded to our FTP server
and downloaded to a specified folder in a local system. Naming
convention would be used for the folder generation which again would
be auto generated every day in the morning.
In the case of the DPR, the same process is followed.

Auto FTP scheduler

Either develop or buy
from market

Maintaining the mails

as well as the time for
opening the mails and
using the data is
painful. The FTP
scheduler downloads
the files into a
designated folder in
our server
automatically. If there
is any issue in
downloading, a email
is sent to the the
person in the
distribution list

Segregation \ Classification

The segregation and classification of the data need to be done

automatically based on the parameters that the business dictates. This
need to be done automatically by picking the folder contents and
classifications done

Data quality

The data quality need to be checked.

Develop the
sanitization tool.
Since business rules
re involved, we need
to develop it on our
own
Autoupload of
sanitized data as well
as the DPR to the
application. Need to
build this software
Sol ?????????

received . One is the call list data and the

other is the daily payment receipt data

This helps in
confronting the
customer with the bad
quality of the data in
the beginning itself so
that the collection
targets are met at
month end

Allocation

Tele-Calling

Allocation need to be done automatically by developing a workflow

queue system, where as and when one case is done by a agent, she/he
gets another for working on . The pool of call list would diminish as and
when the telecallers call the end customers. The autofeeding need to be
based on availability and business rules. The team leads should have the
facility to override the queue . If the telecaller does not attend a call in
the queue, the same after some time gets into the pool of call list
Severity code transactions would get allotted after the 15th of every
month
Need to use a dialer to decrease time on the call and increase
productivity. The calls need to be also recorded for quality and training
purposes.
Recording This should be both for all calls as well as only elected calls
based on the selection made at the server level
Popup The call person details nee to popup or be available as and
when the call queue comes up with a case.
Copy There need to be a copy facility to copy the available details to
the fields that require to be filled up. Also depending on one field,
relative fields need to be filled in automatically based on the relationship
mapping done. Example is for pincode, the region and state need to be
filled up
Calling Calling pattern need to be fixed and over a period of time, what
is the successful pattern of questions to ask need to be finalized.. The call
duration need to be kept to the minimum. MIS on the dispositions daily
need to be analyzed for improvements in conversion for call to PTP ratio
PTP categories to be sent to FOS collection agent automatically based on
the pincode mapping
MIS on delinquency pattern need to be analyzed on a monthly basis and
strategy need to be evolved for call priorities
WHO TO CALL
Highest potential loss customers first
These are high days_past_due + high balance + high
number_of_times_delinquent.
Then proceed to secondary and tertiary risk customers.
HOW TO CALL THEM:
Home, business, cell phone, or all of the above.
Let it ring a few times, or let it ring a lot of times

Either use
AVAYA/GENESYS
readymade solution
or develop inhouse
system for dialers.
Would need expertise
in collections space
for development

This helps in
knowing at any point
of time the queue
length and time taken
for an individual case
EDP involvement
time obviated.

Either use
AVAYA/GENESYS
readymade solution
or develop inhouse
system for dialers.
Would need expertise
in collections space
for development

Increased
productivity and
quality of tele
calling .

Screen answering machines, or pass them to agents

Cycle quickly through the list, or make every attempt to reach each
debtor.
Recall seldom, or recall often
Stages of call collection
Stage 1 - Segment accounts into corresponding
delinquency stage ( Normally, in the Indian context, the segmentation is
done by the customer and only one segment is given )
Stage 2 - Assign Agents according to skill level
New agents do early stage, non threatening calls
Agents with medium experience do mid-stage
Senior agents with the most experience do difficult late stage collections
Stage 3 - Campaign Selection: Effective Account Targeting
Select All Accounts in Billing Cycle with accounts balance LESS than a
certain amount
Select all accounts with more than one disposition already in the system.
Select all accounts with disposition as STATEMENT REQUIRED etc.
Similarly other excuse codes
Busy signals:
Studies show that 50% of busies will still be busy 5 minutes later, so
dont set a recall for 5 minutes, set it for 15 minutes
Consider No-answers:
If you call someone at home at 9:00 in the morning, and theyre not
there, theyre probably at work, so dont recall them every hour.
Recall them once in the morning, once in the evening, and one in the
afternoon.
Ring Cycle:
You could choose to let the phone ring 10 times before the system
classifies it as a no answer
Remember that each ring cycle takes 6 seconds, so it would take 60
seconds to let the phone ring ten times
If a person is at home and doesnt answer after 6 or 7 rings, will they
answer at 10? Probably not.
Find the optimum number of rings for your calling environment.

Automatic popup and call back to customers for those cases where the
customer has asked to call back by a certain date
Workflow for the following needs to be available
Call cases based on availability and skillsets
Exceptions and its handling ( example is Statement not recd )
Workflow for complaints cases ( statements not received ). The
workflow to be integrated to outlook mail to send a standard mail to the
customer for sending the duplicate statement to the end customer.
Otherwise download the statement of the end customer by having access
to the customers database and arranging for the statement sending
Key Performance Indicators KPIs
Some KPIs:
Customer Satisfaction
Avg cust satisfaction with call Post call survey
Avg cust satisfaction at case closure Survey
Calls
Total volume by service by location by agent
Service level by service by location by agent
Avg call length by service by location by agent
Calls handled by cases in queue by service by location by agent
Avg calls per agent by service by location
Top 10 customer calls by service by location by agent
Penetration rate - Used to measure the effectiveness of calling efforts on
available calling list
Connect rate - Used to measure the effectiveness of calling efforts against
available account lists
Right party contact rate - collector has spoken to the Customer,
Guarantor, Spouse, Attorney, Co-Borrower
Promise to pay rate - Used to measure the effectiveness of calling efforts

on accounts called
Promise to pay kept rate - Used to measure the effectiveness of calling
efforts on accounts called
Cases
# open and closed by service by location by agent
# outstanding by service by location by agent
Avg handle time by service by location by agent
Avg cases outstanding by service by location by agent
No of cases outstanding by month end by service by location by agent
Utilization
Avg talk time to Idle time
Breakdown of idle time activities
Activity tracking for agents
Performance Metrics
Money Collected per Hour
Roll / Flow Rates
PTP Kept %
Productivity Metrics
Connects per Agent Hour
Contacts per Agent Hour
Right Party Contact per Agent Hour
# Promises per Agent Hour
List Penetration Rate
Agent Metrics
Dials per agent Hour
Connects per agent hour
Promises per agent hour

Talk time per call, wrap up time per call, agent turnover.

Field work
Allotment areawise, valuewise

Collector effectiveness can be measured by:

Total Revenue Collected
% of promises kept,
% of revenue promised versus revenue collected
Real time monitoring
Notify Supervisor if:
Any agents talk times exceed 5 minutes
Average of all agents talk times exceed 5 minutes
Agent idle time exceeds 45 seconds
Line utilization exceeds 90%
Line utilization drops below 50%
Hit rate drops below 15%
Option 1 SMS that is being used at factoring house
Option 2 Use the mobile field service option as envisaged for the
AVCV projects
The manual touches in this process are
1. Payment receipt books given to the field collector. As and when one
book is exhausted, another is given as a control mechanism
2. Collectors register for entering the disposition of every case
3. Payments to be deposited at the Hub and reconciled with the receipt
book
4. Receipt of duplicate statement from Hub and submission to end
customer
1.Continue to be the same
2. All dispositions would be done through EePC field service and sent by
GPRS to hub applications
3. Payments collected by the field collectors on a daily basis can be
banked in a nearby bank branch ( lock box ) . The tieups need to be done
with the bank branches. Daily deposits need to be received either through
a mail or downloads from the bank branches to be deposited . The
reconciliation would be between the bank statements and the electronic
payment receipt signed by the customer and sent by GPRS to the hub

Ee PC solution once
validated live in the
AVCV Project, can
be used for
collections also

Lockbox

FOS need not come

to the office for
details. He comes to
office only for
payments deposits.
Option 2 - FOS need
not come to the office
for details. Also data
entry happens
automatically through
GPRS. The payments
can be banked at the
nearest bank branch.
If not, he would come
to the office for
payments submission

Payment Collection & Deposit

Data processing

4. Many people might not have internet facility. For those with internet
facility, we can send them by mail thereby saving costs on FOS. For
those without internet facility, SOL ????
To explore the possibility for the solution where the payments can be
banked in a nearby branch of the bank in a Lockbox like solution. This
solution need to be meet two requirements. How will the end customer
get credit for the collections and what would be the control over the
collections.
Since the electronic receipt is signed by the customer and payments
banked against that, the reconciliation would throw out any anomalies
Control over the collections can be handed using the receipt book given
to the field collector. Every week, once, every field collector need to
come to the Hub for payment collection reconciliation
Receipt of DPR from customer
After the data is downloaded, the system should automatically update the
status of the customer due .. After the status of the end customer changes
to paid, it should not be available for calling
Tele-calling for bounced cases
The due status of the customer should be changed to open for calling
status automatically by the system when the cheque bounce cases appears
in the DPR nd gets uploaded to the system.
The data entry need to be automated.
Option 1 The system should have a payments menu wherein when the
system is updated with the collections, the same updates the main page of
the customer . Also the status changes to paid automatically
Option 2 When the collections are banked through lockbox, the bank
statement from the designated banks need to be downloaded every day
and the system need to be updated with the collections banked details
automatically.

MIS reporting

Customer

Receipt of Data

Segregation\Classification
Allocation
Tele-Calling
Field work
of work

Client

Auto FTP scheduler

New system

This would give us

visibility on the due
status of a customer
as well as
transparency on the
collections targets
No data entry
Control over
collections through
reconciliation with
the bank branches
where banked.

Payment collections

Payment Reconciliation with

receipt book

Payment Deposit

Receipt of DPR from customer

Data processing

MIS reporting

Customer