Power KPIs are Transforming Debt Collection Performance
By Mike Hiller
Debt collections is evolving rapidly, and so are the Key Performance Indicators (KPIs) needed to drive success. Traditional KPIs like Recovery Rate, Right Party Contacts (RPCs), Fee Per Head (FPH), Call volume/Wrap/Pause time, Days Sales Outstanding (DSO), and liquidation rates have long focused on activity and basic financial outcomes.
While still relevant, these “old” KPIs do not fully capture the complexities of modern collections, where consumer experience, operational efficiency, regulatory compliance, and team culture play critical roles. […]



