How to Measure Collection Agency Productivity
Collected amount alone is a weak measure of a collection team: it moves with portfolio quality as much as with effort. Track the work that leads to collections as well.
What to measure
| Measure | What it shows |
|---|---|
| Calls and accounts worked | How much of the book was worked, not just dialled |
| Contact rate | Share of calls that reached the borrower |
| PTPs logged | Commitments secured, each with an amount and a date |
| Follow-up completion | Share of due promises and callbacks worked on their date |
| Untouched cases | Cases with no activity, and how long they have waited |
| Collection against target | The Target Gap: the amount still to collect against target |
Compare similar portfolios and periods; account quality alone can distort collection totals.
Where the numbers come from in PursuerAI
The work queue's No Activity (7d) filter lists cases with no contact in the last seven days, and PTP tracking puts each day's promises and callbacks on a Due today list. Every disposition and remark stays in the case history with the user and the time. The dashboard shows the Target Gap, and the MIS report breaks results down by team and executive.
Moving off spreadsheets? Read collection agency software vs Excel for the measures to compare before and after the switch.