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Fusion Business Rule Sets
Fusion was created to function without collector account ownership rights and to specifically address
collection performance as it translates to "skip" and "callable" early-out and recovery inventories. Fusion's
open-ended architecture allows greater file penetration (attempts) over extended operating hours (112 potential
work hours per week). Fusion deploys account inventories in a status-centric environment based on a list-based
versus collector-centric work queues. Electronic audits in the form of scripts move account inventories into
segregated work environments. The scripting also notates dialer transactions for re-dial number extraction and
population for the Fusion Speech Dialer (Misdetect Engine).
Phone numbers retrieved from multiple sources are continuously entered into Fusion and are segregated by source.
Fusion creates a permanent "phone number library" which contains all numbers associated with each account. These
"lead events" are released over a pre-defined period of time in the form of "Phases", typically over a 60-day period.
High trunk ratio dialer technologies help augment "more numbers-per-account averages" based on a stream of audit
standards that coexist with each file. Process audits that are written in SQL are deployed to groups of collectors
responsible for a specific series of audit requirements that coexist with dialer applications.
The Fusion Speech Dialer was created to help purge the daily dialer file by identifying the Regional Bell Operating
Company (RBOC) errors. Fusion skip-tracing, telecommunications and collections are all viewed as transactional
events that are downloadable into a data warehouse for analytical study utilizing OLAP and SQL. Fusion provides
statistical evidence of the specific events that lead up to a successful collection call (e.g., phone number found,
source providing the number, number of calls required to confirm and the number of contributing attributes needed
to drive the effort).
Reason for Collection Industry Failures
Collector ownership systems rely on the collector's ability to effectively work and manage multiple tasks. This
prohibits management from teaching collections in a unified, systematic, business atmosphere supported by training,
software and reporting.
Collection systems as a whole were not created to easily coordinate telephone switch and dialer technologies.
Such systems have proven incapable of handling unlimited numbers of phone numbers and cannot identify numbers in
terms of confirmed, possible, bad, escrowed and/or restricted telephone status, nor for area code splits, prefixes
and updated (NPA/NXX) changes.
Evidence of failed collection operations can be tracked by the retention rate of the collection staff. This business
failure is, in part, due to management's inability to teach effective process and then track the specific lessons
taught within the daily collection operation dynamic. The continual turnover of a significant portion of the collections
staff combined with the utilization of archaic, complex collection technology represents a significant operational
challenge within the collection industry.
A Detailed Look At The "Receivable" Dynamic:
"Policy write-off" can be defined as "all accounts writing off other than those accounts reporting Chapter 7 and/or
Deceased status". Write-off can occur as early as 60 days past due or as late as 210 days after the customer has made
the last static, monthly, minimum payment that technically stops the account from aging.
The dynamics of any 30-day bucket of delinquency includes customers unwilling, or unable, to pay, customers paying
less than the required minimum and customers with broken promise arrangements. In addition, a large segment of inventory
is represented by accounts where the customer cannot be located, or be spoken to. This inventory, called "Skip", can
represent as much as 70% of the "Policy Write-Off" event. If analyzed at write-off, this skip inventory stops making a
payment over 90% of the time, once reaching 90 days past due with a presumed 180 day write-off event.
An account's skip status is perpetuated by the inability of collection and auto-dialer technologies to properly classify
accounts. An example of failed process is auto-dialer spinning where 3 tone misdetects can equate a thirty percent daily
error standard embedded with dialer campaign structures.
In principal, any account without a right party connect, reaching 31 days of delinquency, is a candidate for advanced
skip-tracing. The manager responsible for skip-tracing must also recognize that of the skip inventory that is located,
and makes a payment, 50% will still write off. Collection and skip-tracing efforts conducted on accounts past 60 days
in delinquency should be considered for liquidation versus a "current" payment status. Every type of receivable, including
commercial credit accounts, has a skip element, even if it is in the form of recording machines that stop the credit
grantor from speaking with the delinquent customer. Early-out skip inventory represents the largest opportunity for process
and financial improvement in early-out collection environments.
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