The effective management of domestic as well as near/offshore collection outsourcers (first and third party) requires conducting periodic operational reviews. On-site evaluations of performance in key operational areas can lead to an improvement in results approaching 10 to 20 percent. The main objective is to review outsourcer work activity according to the agreed criteria set for performance. By understanding the strengths and weaknesses of the outsourcer, the client learns how to improve the outsourcer/client relationship and the recovery potential on the accounts. The operational review leads to a better understanding of performance achieved and the level of service provided by the outsourcer and is a key factor for maximizing return.

Key benefits of outsourcer operational reviews are:

• Verification of compliance with the Agreement.
• Verification of compliance with Expectations.
• Provide the basis for fair and consistent comparisons.
• Help eliminate subjectivity when assessing performance.
• Identify better methods of working together.
• Increased performance and collection results.

Operational Review Methodology
Decision Dynamics’ methodology includes a comprehensive program of reviewing files, reports, and procedures, and interviewing collectors, supervisors, and management personnel. We test accounts assigned, validate billing/payment accuracy and determine compliance with the contract provisions. The specific areas addressed during the review include:

• Account placement and inventory.
• Contract compliance.
• Productivity/performance reporting.
• Collection activity and technique.
• Disputed account resolution.
• System’s support.
• Outsourcer/client relationship and communication.
• Training.
• Staff experience and staffing levels.
• FDCPA compliance.
• Detailed sample account review.

Whether conducting an outsourcer operational review, either independently or leading/assisting your team in this effort, Decision Dynamics works with management and the outsourcer to facilitate knowledge transfer and create a solid, comprehensive outsourcer review program.