Some credit managers find it difficult to find ways to monitor and
measure the performance of their collection staff. Here are a few objective
standards that performance can be measured against:
The number of active accounts handled by each collector.
The total amount past due.
The percent change in the past due
amount from one month to the next.
The number of collection or
deduction related calls made and received each day.
of complaints received from customers about the collector per
The DSO calculated for each collector's assigned customer base.
The average number of days from invoice delinquency to the first
The average number of days from first to the second
Bad debt losses as a percent of sales in the collector's
The total number of outstanding deductions in the collector's
The number of deductions closed each month.
The number of days
late or absent each month [excluding vacations]
The average number
of days from the date a deduction is taken by a customer to
the date the deduction is resolved
for a credit
to be issued, or [b] by contacting the customer to
arrange for deductions taken in error to be repaid.
time from receipt of a credit application to communication
of the credit decision.
The average amount of time an order that is ultimately released from
credit hold remains on hold before it is reviewed and approved.