Credit Risk Connection Top Tips
Promise to Pay – Parameter Settings
One of the most critical elements of any collections strategy is Promise to Pays, (PTP’s). However, many companies often overlook the mechanisms around this process, which can then impact collector productivity, collections results and customer service.
There are four main considerations around PTP’s: system design, parameter settings, follow-up policies and the use of appropriate communication technology. This Top Tip covers best practice parameter settings, which can drive significant improvements in collections efficiency and results.
* An effective collections system requires the functionality to be able to not only set an individual ‘Promise to Pay’ on an account, but also a series of recurring PTP’s.
* The PTP indicator should be associated with specific dates, so that the collections department has the opportunity to set a flexible follow-up contact with the customer.
* Follow-up contacts are best set for the day before the PTP date, the day of the PTP date and up to three days after the PTP date.
* It is best practice to contact the customer no more than three days after the PTP date set.
* The collections system needs the ability to automatically convert a PTP into a Broken Promise, after a specified number of days past the promise date have elapsed.
* It is best practice to set the BP indicator 3-5 days after the PTP date and the promised amount has not been received.
* The collections system requires the functionality to automatically convert a PTP into a Broken Promise, if a payment has been received within the PTP date, but it is not as high as the amount originally promised. This is also known as a Short Pay.
* It is best practice to set a PTP payment tolerance amount. Does it make sense to treat a customer as a Broken Promise if they promised USD 155, but only paid USD 150? Typically the PTP tolerance parameter is set to 90-95% of the promised amount, unless the amount paid is less than the minimum payment required.
* The collections system needs the ability to set-up a recurring PTP, so that customers can promise specific amounts on specific dates over a future period. This means that if the customer sticks to their payment arrangement, then there’s no need to follow-up with them. This has obvious savings in collections calls and letters and also leads to better customer service.
* It is best practice to assign recurring PTP’s to supervisor review queues, in order for the recurring promise details to be verified against company policy, to ensure that the payment amounts meet minimum criteria and the payment dates are realistic.
The next Credit Risk Connection Top Tip covers best practice PTP follow-up policies.
About the Author
Stephen J. Leonard, Founder & CEO, Credit Risk Connection
Stephen J. Leonard is the Founder and Chief Executive Officer of Credit Risk Connection, a risk management consultancy and value-added reseller of analytics, consulting, CRM, scorecards, software and training. Stephen has over 25 years’ of specialist credit risk management experience in the emerging markets of Europe, Middle East, Africa and South Asia. He has managed assignments with over 150 clients in 30+ countries, covering the entire credit life cycle. Stephen can be contacted at SLeonard@CreditRiskConnection.com