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CCA conduct specific private surveys for individual clients and
also more general open surveys, were the detailed results are only given to the participants. Below, we have given summaries
of some of our open surveys.
Collections Unit Effectiveness, Onwards and Upwards - January 2005
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The objective of this survey was to measure the effectiveness
of collections units in bringing customer accounts up-to-date when compared to the level of sophistication reached
by the organisation in terms of tools, technology and policy - significant mismatches seem to be developing.
Predictive Dialler Performance - January 2003 and 2006
Having a good, dialler-based outbound collections telephone unit is
vital for most consumer lenders of any size. To develop and maintain
good dialler efficiency and effectiveness, at the broadest level an organisation needs four things - a good and well installed
system, large and well structured downloads and queues, well-managed, motivated and measured teams, and good technical management
of connect rates. This survey set out to measure the extent to which financial services organisations in the UK were achieving
such efficiency and effectiveness.
Since the survey was released, one third of the respondents have been able
to use the results and our dialler programme to make significant improvements to their performance.
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Providing outstanding management consultancy to the financial services sector
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