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BestPair

Before we talk

Short answers to the questions people ask before a first call with BestPair. Anything still unanswered, email [email protected] or bring it to the call.

Start here

What BestPair is, and whether it fits your floor.

  1. What is predictive pairing?

    The discipline, not the product: where predictive pairing came from, the theory under it, and the conditions it needs to pay.

    For: All

  2. What BestPair does

    BestPair is predictive pairing for collection floors.

    For: All

  3. How BestPair differs from skills routing

    Skills routing picks the group. It sends Spanish-speaking consumers to your Spanish-speaking team, or large balances to your senior collectors. That's the right first cut, and you keep it.

    For: Operations

  4. What it could mean on your floor

    The honest answer is that it depends on your floor, and your own data will tell you.

    For: Owner, finance

  5. When BestPair won't work

    BestPair isn't right for every floor. Better to know that now than after a call.

    For: All

What it costs

The two stages, how the extra is measured, and what you pay if it doesn't work.

  1. What it costs, start to finish

    You pay in two stages: a fixed $15,000 for the Floor Assessment, then 10% of the extra collected against a control group, with a $2,500 monthly minimum.

    For: Finance, owner

  2. How the extra is measured

    The extra is measured against a control group on your own floor, in the same months. As accounts in scope arrive they are split at random: 80% go to the BestPair group and 20% stay on your current routing.

    For: Finance, operations

  3. What you pay if it doesn't work

    At Stage 1, your downside is a fixed $15,000 for a report you keep. Stage 2 is taken up only if the report supports it, and a month with no gain costs the $2,500 minimum.

    For: Owner, finance

On your floor

What actually changes day to day, and how results come back.

  1. "Our agents turn over": how new hires are handled

    Every collection floor has turnover. BestPair is built with that in mind.

    For: Operations

  2. A day on the floor with BestPair

    A normal day looks much like today. Your collectors log in, work their lists and make their calls. The difference is that most accounts they work were matched to them.

    For: Operations

  3. What changes for your collectors

    For your collectors, very little changes. They keep the same seats, the same dialer and the same dial volume. What changes is which accounts land in their lists.

    For: Operations, HR

  4. How results show up month to month

    Every month in live pairing, your invoice comes with a results statement. It shows both groups' results, the extra collected, the fee, the credit used and remaining, and routing adherence.

    For: Operations, owner

  5. A walk through the Sample Report

    The Sample Report shows what your Floor Assessment report will contain. It is built on synthetic data from a fictional floor; nothing in it comes from a real client.

    For: All

Your data and systems

What you export, what we send back, and what your dialer needs to do.

  1. It works with your existing dialer

    BestPair doesn't replace your dialer, your collection system or your routing. Nothing gets ripped out.

    For: IT, dialer lead

  2. Your data: no consumer names or contact details, contracts first

    We never ask for consumer names, Social Security numbers, phone numbers, email addresses, street addresses or bank details. You send your own account and agent IDs, plus call outcomes, payments and account details such as balance, state, ZIP and an age band. Account IDs are your own, so we cannot tell who a consumer is, and the files are handled under the Data Processing Addendum. If a file arrives with anything we didn't ask for, we delete it and ask you to resend it.

    For: Compliance

  3. The four files, field by field

    For the Floor Assessment, you export four files, plus a list of your outcome codes. Every file is keyed to your own account and agent IDs, so nothing in them identifies a consumer.

    For: IT

  4. The daily assignment file

    On a preview or manual dialer, BestPair posts an assignment file to a secure folder every morning in Stage 2. Your team loads it the way you load lists today, or sets it up as agent queues.

    For: IT, dialer lead

  5. What your dialer needs to do

    It should. BestPair doesn't connect to your dialer or replace it, and there's no integration project.

    For: IT, dialer lead

  6. Check your export before you sign

    Your 4 weeks start on the Data Received Date: the day your files pass our checks. Your IT team can run these checks now, on your own systems, before anything leaves your building.

    For: IT

Security and compliance

Your vendor file, the security pack, the contracts and the compliance answers.

  1. Your vendor file on BestPair

    Pre-answered vendor-management questions, laid out the way CFPB Bulletin 2016-02 asks you to vet a service provider. Ask us for any item.

    For: Compliance

  2. The security pack

    Our SOC 2 Type 1 report and Security Pack are available now. Email [email protected] and we'll send them under NDA.

    For: Compliance, IT

  3. The contracts, before the call

    One Adobe Acrobat Sign signature accepts the Order Form, Standard Terms and Data Processing Addendum, plus a Business Associate Agreement if you work healthcare accounts. No data moves until you've signed.

    For: Compliance, signer

  4. Compliance questions

    BestPair does not dial, call, text or contact consumers. It changes only which collector works an account, not whether an account is worked or what a consumer is offered.

    For: Compliance

  5. Healthcare accounts

    If you work healthcare accounts, one thing is added: a Business Associate Agreement. Everything else stays the same.

    For: Compliance

Making the case

For whoever has to take this to the person who signs.

  1. Build your business case

    A one-page business case on your own numbers. It runs the arithmetic at several levels of lift and never picks one for you.

    For: Finance, champion

  2. The one-page summary for your boss

    Forward this one. What it is, what it costs, what it needs from us, and the risk, on a single page.

    For: Champion to owner

  3. Questions your team will ask

    Short answers by role, each linked to a deeper page. Hand it to whoever needs to sign off.

    For: Champion

Getting started

The assessment, the order form, and the steps from signature to report.

  1. What the Floor Assessment involves

    The Floor Assessment is the first step. It's a report on your own data that shows whether pairing is worth doing on your floor.

    For: Owner, finance

  2. The order form, explained

    The Order Form is the page you sign, and one Adobe Acrobat Sign signature covers the whole set. Here is what is in each section.

    For: Signer

  3. From signature to first report

    Your report arrives 4 weeks after your Data Received Date, the day your files pass our checks, not 4 weeks after signature. Here is each step.

    For: Owner, operations

The first call

Who to bring, and what the 45 minutes covers.

  1. Who else is worth having on the call

    A decision like this usually involves three to five people. Having one or two of them on the first call saves you repeating it, and saves them hearing it secondhand.

    For: Champion

  2. What we'll cover on the call

    About 45 minutes. Here's the plan.

    For: All

About us

Who you're dealing with, and what you can check.

  1. Who's behind BestPair

    BestPair is led by Kevin Daly, founder and CEO. The quickest way to judge who you're dealing with is how we sell.

    For: All

  2. Talk to a client

    Not yet. We only put you in touch with a client who has agreed to take reference calls, and none has yet. Here is what you can check instead.

    For: Owner

Common questions

The four we get asked most.

  1. Why not give your best collectors every account?

    Because your best collectors only have so many hours, and an average collector can be your strongest on one kind of account. Work spreads across the floor instead of piling onto the top few.

    For: Owner, operations

  2. Sounds too good to be true?

    Fair enough. So we don't ask you to take it on trust: the Floor Assessment measures your own spread, and live pairing is measured against a control group on your own book.

    For: Owner, finance

  3. Our platform already has predictive routing

    Same conceptual idea, different in some important ways: what the model can see, what it decides, and where it runs.

    For: Owner, IT, operations