C2 – Command & Control® is an innovative and real-time workflow solution.
C2 – Command & Control® is a work flow decision engine that empowers users to manage their collection work flow. Collection managers can organize their portfolios into a matrix, by account status such as delinquency, contact rates, and collectability. Collector activity can then be controlled by assigning collectors or teams to specialized areas, depending upon skill and need. Additionally, the Console provides management with real-time feedback regarding the collection activity. Statistics such as contact and success rates at a variety of levels are constantly updated giving managers the information needed to react to changing environments. NOTE: C2 is not a stand-alone product – the portfolio must first be serviced by Concord via Concord’s Interlink® platform.
Benefits of C2:
- Provides management with statistical information needed to react to changing environments in real time.
- Offers tools to help collection teams organize portfolios and accounts into neatly organized cells where collector and payment activity can be closely monitored.
- Allows for a quick analysis of collector performance and results against measurable goals to determine if additional training is needed or if additional incentives would be cost effective.
The collections management team at one of Concord’s long-time clients was mandated to improve the performance of collection activities in their large contact center. This client had a sizable loan portfolio – over 20,000 consumer obligations – and was struggling to find and retain qualified collectors. After a thorough review and understanding of their processes, Concord recommended the integration of their award-winning collection tool, C2 – Command & Control®. At the end of their established review period, the client recognized a 25% increase in staff productivity and related efficiencies, which is significant when calculating the related cost savings to the bottom line. This client’s portfolio – in excess of $50,000,000 – had a collections budget of approximately $1,000,000. By increasing staff productivity and efficiency by 25%, this developer saw a related HR cost savings of approximately $250,000.