Should a collection floor chase more right-party contacts or convert more of the ones it has?
Both matter, and they run into different limits. Reaching more consumers costs dial time and data, and it has to stay within contact rules such as Regulation F’s limits on call frequency. Converting more of the consumers you already reach needs no extra contacts: it depends on who has each conversation and how it goes. On floors that convert a small share of their right-party contacts, conversion usually has more room.
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Two levers, two different limits
| More right-party contacts | Better conversion | |
|---|---|---|
| What it needs | More dials, better data, better timing | The right collector and a good conversation on each contact |
| What limits it | Contact rules, dial capacity, consumers who do not answer | How far apart your collectors are on the same kinds of accounts |
| What it costs | Dialer time, data and staff hours | Little or nothing in extra contacts |
| Where you see it | Dialer reports | Payments per right-party contact, by type of account and by collector |
When contact is the bottleneck
If most accounts are never reached, conversion work has little to act on. Better phone data, calling at the hours consumers answer and dialer settings come first. BestPair does not work on contact rates, and says so.
When conversion is the bottleneck
If your floor reaches consumers but most conversations end without a payment or an arrangement, the money sits in the conversation. Who has that conversation is a lever that changes nothing about contact volume, scripts or offers. Predictive pairing works on that lever alone.
How to tell on your own floor
- Take the last year of right-party contacts and split them by type of account: balance band, age of debt, state.
- For each type, compare conversion and dollars per account contacted between your collectors.
- If the spread is wide on the same kinds of accounts, conversion has room that routing can reach. If your collectors convert about the same, the room is elsewhere.
The Floor Assessment runs this on up to 24 months of your own history. If your top quarter of collectors collects less than 20% more per account contacted than your bottom quarter, the report says so plainly.
Common follow-up questions
Does better conversion mean calling consumers more often?
No. Matching accounts to collectors changes who works an account, not how often anyone is called. Contact rules, call frequency, scripts and offers stay exactly as your floor runs them.
Which should we fix first?
If most accounts are never reached, start with contact: data quality, call timing and dialer settings. If your floor reaches consumers but most conversations end without a payment or an arrangement, start with conversion.
What it could mean on your floor
Two minutes
Watch the explainer
What your dialer does with the next account, what pairing changes, and what the Floor Assessment measures. With captions.
Watch the videoYour floor
Try the calculator
Four numbers off your dialer and collections reports give an illustrative figure for your floor. It is at best informed guesswork until your own history is measured.
Open the calculatorA live test
Read the case study
170,000 telecom accounts split at random before the first call, and how the result was counted.
Read it
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