Can the Floor Assessment help coach collectors?

What the agent strengths page shows

The Floor Assessment is the first of the two stages of working with BestPair. It reads up to 24 months of your floor’s own call and payment history, changes nothing on the floor, and the report is due four weeks after your data is confirmed.

One page of that report is about your collectors. It sets every collector against the floor average on each type of account, so a manager sees where each person collects above the floor and where they fall behind, instead of one collection rate per head. Alongside it are actions you can take now, with or without BestPair:

• Who should coach whom, pairing a collector who trails on a type of account with one who leads the floor on it.
• Who to hire, for the types of account where the floor is thin.
• Where to start new collectors.

See the sample report. It is synthetic, and it shows the agent strengths page as an agency would receive it.

Coaching from it

• Start with gaps on accounts a collector works every day. A weak spot on paper they rarely see costs less than one on their daily list.
• Use the floor’s own best example. Have a collector who trails on a type of account listen to calls from the colleague who leads on exactly that type.
• Leave thin figures alone. A handful of contacts on one type of account is not yet a strength or a weakness.
• Check whether it worked. Look at the same collector on the same type of account in your own reports a few months later.

Hiring and new starters

The floor-wide view shows which types of accounts have plenty of strong collectors and which rest on one or two people. The report also sets the accounts placed with you in the last 90 days against the share of your floor held by collectors who do well on each, so you can see whether the floor you hired still fits the paper arriving.

That turns into a hiring brief drawn from your own collectors rather than a generic job description. When a collector who carried a type of account resigns, it shows what the floor is about to lose. If you go on to live pairing, new collectors are treated as floor average and get a normal mix of accounts. Pairing when turnover is high.

Coaching alongside live pairing

Live pairing changes who works which account. The coaching actions in the report work with or without it, so keep coaching each collector on the types of account where they trail.

What it does not measure

It does not listen to calls, watch screens or rate effort, attitude or tone. It works from call outcomes and payments keyed to collector IDs, the records the floor already keeps. BestPair never asks for consumer names, Social Security numbers, phone numbers, email or street addresses, or bank or card details. Account IDs are your own, so BestPair cannot tell who a consumer is.

Collector results are personal information about your staff. Each figure is an estimate with error, built from the accounts each collector happened to work. Use it to aim coaching and plan hiring, never to decide an individual’s pay or discipline.