Measurements

Measurements allow us to set a quality standard and measure ourselves against that standard to ensure our clients are receiving the best possible service.

Part of the PPMS program requires the team to establish monthly quality goals in the form of measurements. Each department has their own measurements and the entire management team on a monthly basis reviews the progress toward those goals. Measurements are both quantitative and qualitative. Mid-month reviews of those measurements also take place in order to measure the progress in each area at the halfway point in the month, so that any necessary workload adjustments can be made to ensure the monthly goals are met. By tracking goals and reporting progress in our measurements meetings each department has gained a greater sense of the items that are priority in their departments, and a greater understanding of company expectations. All monthly bonuses are based upon the level of quality measurements from the collectors up to the COO. This ensures the attention to quality is always present. Bonuses are reduced if a complaint is reported from either a client or a debtor. We take complaints very seriously. Our goal is to achieve zero complaints!