RPC conversion: how collection floors turn right-party contacts into payments

Conversion, from contact to payment

• What is RPC conversion in debt collection?

  The share of right-party contacts that end in a payment or an arrangement, how to measure it, and why low-converting floors have the most room.

• Should a collection floor chase more right-party contacts or convert more of the ones it has?

  Contact and conversion pull different levers with different limits. Where the room usually sits, and how to tell on your own floor.

• Why do some collectors convert more right-party contacts than others on the same accounts?

  Collectors are stronger with some kinds of accounts than others. A single leaderboard hides it; splitting results by type of account shows it.

• How can a collection agency raise collections per agent without adding headcount?

  Four levers that use the floor you already have: who works which account, coaching, scheduling and hiring profile, each measured against a control group.

Who works which account

• What is predictive pairing in debt collection?

  Deciding which collector works each account from the floor’s own history. Where it comes from, the theory behind it, and when it works.

• What is the difference between skills-based routing and predictive pairing?

  Skills routing picks the group. Predictive pairing picks the collector inside it. You keep your routing rules and add one decision at the end.

• Why not give your best collectors every account?

  Your best collectors run out of hours, and "best" is an average that hides the specialists on your floor.

• Which account details help predict which collector will collect an account?

  The details that tell one kind of account from another, matched against call and payment history keyed to each collector. No names or contact details.

Measuring it, and choosing how

• How do you prove a change in routing actually raised collections?

  Split accounts at random, run both ways in the same weeks, and compare dollars collected per account contacted. Why last year is the wrong comparison.

• How does BestPair compare with Afiniti?

  Same idea, different customer. Afiniti made the category for enterprise contact centres; BestPair is built only for collection floors.

• Our contact center platform already has predictive routing. Is that the same as predictive pairing?

  The same idea asked differently: who owns an outbound account, judged on dollars collected, checked against a control group.

• Could a collection agency build predictive pairing in-house?

  A large agency could build a version. Whether it beats a fee of 10% of the extra depends on a standing team carried by one floor.