Management Analytics for Collections · BI tool capabilities. CX-Analytics supplies services to...

Solid Information for Sound Management®

Collections managers face increasing pressures from growing collection volumes, budgetary constraints, economic conditions and demands from executive leadership. These challenges are compounded by limited management information due to incomplete data from multiple, disparate systems. Management Analytics for Collections® from CX-Analytics provides you the platform for making sound, supportable decisions. It delivers information and insight to correct performance shortfalls, uncover opportunities for improvement, and prove the results.

SINGLE SOURCE FOR VALUE MANAGEMENT

At last, it’s possible to analyze, understand and benchmark your entire collections process. Management Analytics for Collections from CX-Analytics delivers a comprehensive analytic-reporting and management-information solution.

The solution delivers up-to-date, fact-based answers to the key questions often asked of collections

managers about operations and performance. It identifies the multiple contributors to performance and makes them measurable, providing the means to drive continuous improvements in workflows and strategies, with provable results that go to the bottom line for the business.

COMPREHENSIVE PERFORMANCE INSIGHT

The CX-Analytics solution draws data from dialers as well as workflow, contact, strategy-management and billing systems, aggregates it and makes all collection activity measurable.

A data warehouse stores this complete, action-level information. Sophisticated analytics extract business insight, accessed through comprehensive reporting and BI tool capabilities. CX-Analytics supplies services to integrate the solution with your collection systems and to apply the findings to improve performance. You can have this robust capability in far less time and at much lower cost than creating it in-house.

Deliver a double-digit improvement in collection results through data analytics with this leading edge solution by CX-Analytics

Measure, understand and improve collections performance

• Complete collections reporting and operational package covering all key areas of agents, compliance, strategy, financial and third party performance

• Tailored to all user classes from senior manager to agent

• Comprehensive collections data warehouse with transaction / account / agent-level detail

• End-to-end view of every activity and every result on all accounts

Management Analytics for Collections®

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FUNCTIONAL HIGHLIGHTS

ü Identify, quantify and communicate the factors underlying changes in performance

ü Share definitive information on collections performance

ü Tie actions to results

ü Rapidly understand the impact and performance of strategies and increase test-and-learn velocity

ü Gain a 360-degree, end-to-end view of the entire collections process

ü Shift resources from creating reports to analyzing performance and driving improvement

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DATA INTEGRATIONAs an optional service, CX-Analytics will identify all relevant data from existing or new source systems and work with your IT organization to include these data in our solution. CX-Analytics is familiar with most contemporary collection support systems and data models, enabling us to include this data more rapidly and accurately. Output does not have to be stored in a structured database, as the Management Analytics server can access data structures on practically any platform.

COLLECTIONS DATA WAREHOUSEThe core component of the Management Analytics for Collections solution architecture is the Collections Data Warehouse. This analytic data repository stores over 400 measures and dimensions compiled from all available source systems. The data structure is optimized for analytic query performance, and serves as the source for the Management Analytics Server and as the basis for all reporting, including complex analysis by highly technical users.

The Collections Data Warehouse houses data at the most granular level, including time-series account snapshots by day, agent and activity transaction-level records, dialer campaign and result records, IVR call records, and all system-sourced workflow and strategy data. Results of analysis and custom segmentation parameters can flow back into this data repository, providing a feedback loop allowing easy execution and tracking actions influencing collections performance.

MANAGEMENT ANALYTICS SERVER The analytic server engine logically links actions, accounts, customers and agents with financial results. By tying actions to individual accounts, linking agents to call outcomes and knowing which agent has contacted which account, organizations can definitively measure the financial impact of actions. Questions such as “How effective was the 4th spin of the dialer campaign?” and “Who are my top and least performing agents?” can now be answered rapidly and effectively.

Functional Components of the SolutionManagement Analytics for Collections is an end-to-end solution, leveraging data analytics to optimize collection operations and strategy.

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3 Solid Information for Sound Management®

MANAGEMENT ANALYTICS SERVER The Management Analytics Server engine empowers organizations to gain a holistic view of collections performance from all dimensions; accounts, agents, activities, and strategy, to optimize the collections process. With powerful analytics at your fingertips, it’s easier and faster than ever before to understand and benefit from complex data.

REPORTING, ANALYSIS, AND DATA EXPLORATIONManagement Analytics for Collections offers robust reporting and analysis templates to manage collections performance. These well-designed, automated reports support all levels of management from board-level to team supervisor to individual agent scorecards. This robust capability includes any level of granularity at the agent, account and transaction levels, allowing users to zero-in on the essential information necessary to make sound business decisions. This new, leading-edge interactive reporting feature allows you to explore data like never before, with drill down capabilities and compelling visuals that give a deeper understanding of the data.

EXPERT ADVISORY AND ANALYTICSCX-Analytics specializes in the science of creating business intelligence from complex data and processes. Ongoing services include changes to the data warehouse and reports as well as the creation of new reports. Furthermore, full support of the software, data warehouse maintenance and performance tuning is available. Leveraging our industry expertise, we support business users and provide analysis services, helping organizations apply findings and ultimately improve their bottom line.

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AGENTS• Understand and track drivers of

performanceSegment agents by true financial performance and understand drivers of performace based on statistical analysis. Use information for coaching and target setting to move aggregate performance higher.

• Reduce unproductive agent timeCapture agent-level transactions and track how each individual agent spends every minute of paid time. Analysis of this data provides unparalleled insight to identify time spent on activities which reduce agent productivity. Establish minimum standards for productive time and raise the ratio for the entire organization.

• Halt agents “gaming” the systemIdentify agent behaviors which artificially skew individual performance results such as long answer-machine calls, call skimming, PTP extensions and excessive call wrap duration.

• Improve agent-level performance tracking and incentives with measures which are not self-reportedGain insight into the true financial benefits of agent activity without relying on subjective self-reported information. Include key measures in an on-line team and agent performance dashboard for incentives or results management.

ANALYTICS• Quantitatively diagnose changes in

collections performanceInteractive analysis from Management Analytics for Collections reporting can quickly and quantitatively diagnose the root cause(s) of changes in collection results. Managers can confidently measure variations in collection performance due to: (i) intensity of activity, (ii) effectiveness of activity, (iii) portfolio composition and quality, and (iv) other external factors.

• Significantly improve the response time, effectiveness and precision of corrective actionsOn-line, interactive analysis of activities and outcomes facilitates the drivers for unparalleled results.

• Benchmark collection performance and activitiesTracking activity intensity, effectiveness, error rates and productivity metrics provides a data basis for comparing both the results and the supporting activities of your operation to best-in-class organizations.

• A single version of the truth provides an accurate basis for business decisionsBusiness meetings at large financial services organizations can be plagued with debates over whose numbers or reports are correct. The design and production of the underlying database ensures reconciliation with source systems. Management can focus less on which reports or numbers are “right” and more on improving collection strategies.

STRATEGY• Increase velocity of champion/

challenger testingManagement Analytics for Collections is a fully functional management information system with out-of-the-box, daily champion/challenger tracking. Account-level financial results are linked to actions and agents for an end-to-end view of collection strategy and scenario cohort performance.

• Identify and segment accounts Improve financial results and reduce operational costs through more robust account segmentation based on time-series, transaction-level data. Dynamically identify and build new strategies for: (i) repeat offenders, (ii) accounts where existing strategy is not working, (iii) self-cure accounts, and (iv) non-contact accounts. By understanding a holistic, time series view of effective results, organizations can quickly identify which strategies are working and align activities accordingly.

• Focus on strategy, not on producing reportsInstead of spending time gathering data and developing and producing reports, Management Analytics for Collections allows more time for organizations to focus on designing and executing better strategies.

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Key BenefitsThe visibility to improve your operational efficiency and effectiveness through the collection cycle.


ACTIVITIES• Eliminate ineffective collection activities

Outbound calls are the largest activity driver of costs in collections. Track all call attempt records and link to individual account results, enabling analysis of call success rates by key dimensions and development of call strategies to ensure dialer contact strategies are optimal.

• Ensure regulatory compliance with the Fair Debt Collections ActManagement Analytics for Collections provides the data to ensure compliance. Monitor and track call attempt quantity by time of day and day of week by each specific phone number for each account to ensure compliance with federal and state regulations. Management Analytics for Collections reports also document compliance for audits.

• Eliminate accounts falling into “black holes”

Some customers may never be contacted through any means due to poorly designed, overlapping or conflicting collections strategies. Identify accounts that are never called prior to charge-off or placement, yielding an immediate uplift in results.

AGENCY / THIRD PARTIES

• Enforce minimum activity standards at the account levelA complete transaction level data repository linked to specific accounts and to specific agents will support a view of all activities to each individual account. With this information, organizations can set and monitor minimum activity targets for each account, both for internal operations as well as for third party collection agencies.

• Enforce and track compliance with third partiesThe same compliance data and reports for internal activities are available for third party activity.

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TYPICAL BENEFIT QUANTIFICATION

10%Increase Agent Utilization

and Availability

15%Reduce Calls with No Reduction of Results

2-4%Recovery from Lost Accounts

4%Reduce Effort on Accounts

Who Will Not Pay

Ensure and Demonstrate Regulatory Compliance

Diagnose and Quantify Changes in Collection Results


Reports, Analysis and Data ExplorationA suite of comprehensive operational reporting and analysis templates available out-of-the-box, enabled at any level of granularity.

Operational Dashboards

Stay on top of compliance issues with comprehensive tracking of all key compliance items including call attempt velocity and timing, as well as attempts post Do Not Call and dispute notification.

Compliance

Quickly address queries and complaints with activity level data which allows users to see details of each attempt made to either an account or phone number.

Quickly evaluate operational performance and zero in on areas needing management attention with operational dashboards that highlight metrics falling short of targets.

Operational dashboards are provided for operations, site and team management with ability to drill down into various sub-segments of the organization/portfolio.



Understand all aspects of agent performance with robust reporting at the team and agent level. Ability to compare an agent’s performance against any other group of agents allows for robust 1:1 feedback.

Track agents by Top, High, Average and Low Performance groups based on defined financial performance outcomes. Understand variances between groups with intuitive graphics.

Statistical procedures determine which agent activities significantly influence financial outcomes. Overlaid with individual agent results, this provides unparalleled coaching insight.

Agent Performance

Ensure that incentive schemes are delivering results by not only tracking agent level incentivization, but understand the macro effect of incentive schemes on overall agent performance over time.


Ensure effective use of the dialer by evaluating activity levels and performance outcomes against historical time periods. All components of the calling process are made available for analysis.

Dialer Management

Evaluate champion and challenger strategy performance with ability to quickly compare up to four user-defined strategy groups covering financial, activity and agent metrics.

Strategy Optimization

Detailed time-series metrics can be exported from the application for use in other toolsets or presentations.

Activity level data is available which allows for understanding of every aspect of the process such as incremental effectiveness of the nth call attempt made on a daily basis.



Understand all aspects of operational performance through clear and well organized templates. Daily and monthly performance templates cover financial, quality, staff, effectiveness and intensity measures.

Provides self-service access to data and information provided for all users through point and click ad-hoc reporting capability.

Flexible filter and segmentation functionality allows performance to be understood by any sub-set of the portfolio or operation.

Operational Management

Filters allow almost unlimited drill-down and reporting flexibility.

Dynamic controls allow users to modify graphics to suit their needs.

KPI banner provides information at a glance.

Intuitive Interactive Design

Ad-hoc Reporting



USER LEVELS SUPPORTED

Technical InfrastructureThe Management Analytics Server is optimized to scale as your organization and data grow. It can be used on commodity hardware or installed on a public or private cloud environment.

MANAGEMENT ANALYTICSFOR COLLECTIONS

REPORTS ANDDATA EXPLORATION

OPERATIONAL &EXTERNAL

DATA SOURCES

SE

CU

RI

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Mobile Endpoints• Apple iOS v6.0 and above;

iPad 2, 3, 4 and mini• Android v4.1 and above;

Android Tablets 10.1” with 4.0

Compute Endpoints• Microsoft Windows x64 • Windows 7 and 8• Adobe Flash Player 11.1 or newer• Internet Exporer 9 and 10 (native

mode)• Firefox 6 and up• Chrome 15 and up

Email Distribution

@

SharePoint /Portal Distribution

Cloud Implementation

Server

• Windows Server 2008 R82 Enterprise SP1 or Datacenter SP1

• Windows Server 2012 Standard or Datacenter

• 16+ Processor cores• 256+ GB Memory

Public cloud providers, including Amazon EC2 Web Services and Microsoft Azure

Collections Database

• Any standard SQL-based database including:

• Oracle • DB2• SQL Server

• SAS Datasets• Excel Worksheets• Flat �les

Work�ow

Product 1

RecoveryManagement

Strategy

Sta� ResourceManagement

Dialer

Agency 1

Agency 2

On-Premises Implementation

Product 2

REPORT VIEWER

Utilizes standard reports to see a quick, at-a-glance display of collections performance.

REPORT ANALYST

Customize existing reports and create new ad-hoc reports to address common business questions.

DECISION SCIENCE ANALYST

Manipulate the data. Use forecasting and modeling to analyze and predict collections performance.

PROGRAMMER ANALYST

Access the MA-Collections data warehouse using database query tools and perform custom analysis and data manipulation outside of the standard system reports or user access interface.

MANAGEMENT ANALYTICSFOR COLLECTIONS

REPORTS ANDDATA EXPLORATION

OPERATIONAL &EXTERNAL

DATA SOURCES

SE

CU

RI

TY

Mobile Endpoints• Apple iOS v6.0 and above;

iPad 2, 3, 4 and mini• Android v4.1 and above;

Android Tablets 10.1” with 4.0

Compute Endpoints• Microsoft Windows x64 • Windows 7 and 8• Adobe Flash Player 11.1 or newer• Internet Exporer 9 and 10 (native

mode)• Firefox 6 and up• Chrome 15 and up

Email Distribution

@

SharePoint /Portal Distribution

Cloud Implementation

Server

• Windows Server 2008 R82 Enterprise SP1 or Datacenter SP1

• Windows Server 2012 Standard or Datacenter

• 16+ Processor cores• 256+ GB Memory

Public cloud providers, including Amazon EC2 Web Services and Microsoft Azure

Collections Database

• Any standard SQL-based database including:

• Oracle • DB2• SQL Server

• SAS Datasets• Excel Worksheets• Flat �les

Work�ow

Product 1

RecoveryManagement

Strategy

Sta� ResourceManagement

Dialer

Agency 1

Agency 2

On-Premises Implementation

Product 2


About the CompanyCX-Analytics specializes in the science of creating business intelligence from complex data and processes through its specialized analytic software applications and expert advisory services. CX-Analytics staff brings decades of experience and a track record of success in the cards and loans industry. Our clients include global financial organizations with diverse commercial and consumer account portfolios.

CX-Analytics is a privately held company, founded in 2007 by Keith Coulter. Before founding CX-Analytics, Mr. Coulter served as Managing Director of the UK cards and loan business for Barclays Bank. Prior roles include senior positions at Citicorp, The Associates, and AmeriCredit in North America, Asia and Europe. His work in building and leading analytic data-driven strategies has been noted by Tom Davenport in Competing on Analytics, SAS Enterprise Intelligence Award (2004), Information Management - Best CRM Project (2003), Information Management – Best Business Intelligence Project (2003) and Best New Credit Card Product of the Year (2007).

CX-Analytics has implemented analytic software covering a range of operational processes with multiple clients and large financial institutions. Previous engagements range from the successful delivery of a scalable, SAS-based data warehouse and reporting environment for a large financial services company in the UK, to the reengineering of the management information delivery processes at a major conglomerate. CX-Analytics clients report extensive adoption of the software for self-service analysis and receive analytic services and consulting as part of each engagement, which guarantees bottom-line improvement and value delivered in excess of implementation cost.

CX-Analytics has offices in Franklin, Tennessee and in Bangkok, Thailand.

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Clients and Partners

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CX-Analytics, LLC2555 Meridian Boulevard, Suite 350

Franklin,TN 37067-6372+1.615.261.9600

www.cx-analytics.com

CX-Analytics (Asia) Co., LTD.Level 18, Park Ventures Ecoplex

57 Wireless Road, LumpiniPatumwan, BKK 10330, Thailand

+66 (0) 2 309 3560

Management Analytics for Collections · BI tool capabilities. CX-Analytics supplies services to...

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