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Measuring up: metrics for method in the madness.(selected topic)
A collection department or agency is a production environment. That means that the first and most important measurement of its success or failure is the revenue it generates. As a collection manager, you're no doubt accustomed to seeing your results every day and rejoicing (or agonizing) over them.
But a revenue or recovery number alone is far too gross a measurement to be of much use. Such a measurement encompasses many factors for many individuals and processes. It may tell you whether you and your staff are doing well or poorly, but it doesn't tell you what's working and what isn't. For that you have to "drill down" much deeper.
The real power of ...
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Source: HighBeam Research, Measuring up: metrics for method in the madness.(selected topic)