In our recent consulting work we have seen three problems which are affecting Collections and Recovery performance. The first is something of an 'own goal' - organisations have made many changes in and around their collections units since 2000 and some very large 'datagaps' have arisen. Our data show thate these 'gaps' have been at least as damaging to recent provisions and losses performance as has the general hardening of conditions for and overlending to borrowers. CCA can offer a DATAGAP AUDIT to help you reverse this damage to the P&L.

Despite much attention to Collections and Recoveries since 2003-4, the consumer risk software providers have not taken the provision of Management Information sufficiently seriously. As a result, in our work we see almost no daily or weekly MI which can be said to provide operations managers with a clear 'steer' to bring their units onto financial plan if performance slips during the month. No attempt has been made to develop the sort of 'positive feedback loop' used in airliners, ships, self-steering cars and trains and in everyday manufacturing processes. CCA has developed the TOOLKIT needed to do this, and can help you move from manual ad hoc control to automatic control which properly tracks your financial plan (as opposed to "self-optimisers", which merely do that!)

In our work we are always measuring and benchmarking the performance of individual agents and units. We have seen a gradual but significant dropoff in 'cures' / month (when adjusted for improved targetting techniques) and in 'staying cureds'  (when adjusted for increased debt burden).  Again, CCA has the TOOLKIT to help you assess by how much and exactly why this has happened, so that you can regain lost performance.

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