What is RPC conversion in debt collection?

How to measure it

Divide payments and arrangements by right-party contacts, for the same accounts over the same period. Three choices decide whether the number means anything:

• Count a right-party contact the way your floor already codes it. The consumer who owes the debt, reached and identified. Use your own outcome codes so the count matches what your collectors record.
• Decide what counts as converted. A payment taken on the call, an arrangement, a promise to pay, or only promises that were kept. Write it down and use it every month.
• Split it by type of account. One floor-wide rate hides the accounts where conversion is lowest, and that is usually where the most room sits.

Conversion and dollars per account contacted

Conversion counts outcomes without weighing them. A small instalment and a large settlement each count as one conversion. That is why BestPair scores live pairing on dollars collected per account contacted: it captures both how often a contact pays and how much.

Use both. Conversion shows whether conversations are working. Dollars per account contacted shows whether that turns into cash.

Why low conversion means more room

A floor converting 1% has room to reach 2%. A floor converting 60% cannot reach 120%.

When most right-party contacts end without a payment or an arrangement, the conversation decides the outcome, and who has the conversation matters most. When nearly every contact pays, any competent collector will do. That is why BestPair is not built for floors where 60% or more of right-party contacts already end in a payment or an arrangement.

What moves conversion

• Who has the conversation. Collectors are stronger with some kinds of accounts than others. Why some collectors convert more on the same accounts.
• What happens on the call. Training, scripts and offers. These stay the agency’s: BestPair does not change them.
• When the call happens. Floors collect better at some hours than others, and the pattern can differ by type of account.
• Which accounts arrive. A change in placements moves conversion whatever the floor does, which is why any change has to be measured against a control group.