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

1. Match each account to the collector most likely to collect it

Most floors hand the next account to whoever is free, or to whoever ranks highest. Neither uses what your history shows about who does best with which kind of account. Predictive pairing does: it works inside the group your routing already chose and picks the collector. Collectors, accounts and dial volume stay the same.

In a live randomized test on a North American telecom book, the half matched by BestPair collected 25% more per account reached. That was one book in one month, not a forecast for any other floor. How the test was run.

2. Coach on the gaps your data shows

Split each collector’s results by type of account and the coaching list writes itself: the account types where a collector trails colleagues on the same paper. BestPair’s Floor Assessment report includes this as actions an agency can take with or without BestPair.

3. Schedule for when your floor collects best

Floors collect better at some hours than others, and the pattern can differ by type of account. The Floor Assessment report shows when your floor collects best, so you can put the right collectors on shift when the accounts they are strongest on tend to pay.

4. Hire for what works on your paper

The profiles of collectors who do well on your mix of accounts make a sharper hiring brief than a generic one. The Floor Assessment report includes a hiring profile drawn from your own collectors.

Measure every change properly

Comparing this year with last year cannot separate your change from tax season, new placements or a week of absences. Split accounts at random, run the change on one group and the current way on the other in the same weeks, and compare dollars collected per account contacted. How to prove a routing change worked.