City Consulting

Product	Expected Performance Improvement	Working Via
Collections performance, effort and arrears / provisions forecasting model	Improved cumulative 13-week cure rates and cost per £ collected	Actual ‘ good contact -  priority’ ratios by strategy   Telephone AWE, Collector £/hr and success ratio
Manager and Team leaders’ assistant – collector performance monitoring	Improved AWE and cost per £ collected	Collector £/hr and success ratio
Inbound staffing estimator	As above	Lost time ratio
Key staff intra-day reporting by PDA	Improved AWE	Faster reaction to both positive and negative change in key measures