Component	Expected performance improvement	Working via
Management information pack and dashboard	Improved cumulative 13-week cure rates and cost per £ collected; better forecasting	All measures
Standard letters, SMS and statement content	Improved cumulative 13-week cure rates and cost per £ collected	Actual ‘ good contact - priority’ ratios by strategy, success ratios
UK generic segments and collections strategies / timings (product and debt quality specific)	As above	Actual ‘ good contact -  priority’ ratios by strategy
Standard note taking rules	Improved calls per hour & kept promise rates	Telephone AWE, Collector £/hr
Standard telephony message structure	Improved cumulative 13-week cure rates and cost per £ collected	Telephone AWE, Collector £/hr and success ratio
Minimum payment calculator	Improved cumulative 13-week cure rates	Collector £/hr and success ratio
Current account promise calculator	As above	Collector £/hr and success ratio

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