Customer Experience Consulting and Publications

Purchase Our Publications

Improving the Customer Experience

Credit & Collection Practices

Credit & Collection Practices


Participate in our Benchmark Survey

Add To Cart

This report delivers the results of our research on credit and collection practices and technologies. This is the third study of collection practices conducted by the Ascent Group.

The Ascent Group benchmarked credit & collection practices to uncover the most effective techniques and strategies for improving collection performance and reducing uncollectible revenue. We have researched customer service organizations across the U.S. to provide a thorough overview of best practices in credit and collections.

In this report, we explore how companies are balancing the cost of collection to reduce uncollectible revenue and improve the bottom line. We also examine the technologies that have retooled credit and collection processes for maximum effectiveness and efficiency. Finally, we look at how companies have established credit policies to support collection efforts.

This report also profiles participants in a case study format, sharing current practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to improved performance. In addition, we provide detailed results and analysis from the survey itself and detail "best practices" demonstrated by our participants. Finally, we explore the successes achieved.

Analysis & Graphs included in this Report

  • Credit & Collection Findings & Trends
  • Recommendations for Improvement
  • Innovative or Winning Strategies
  • List of Participants
  • Industries represented
  • % Net Retail Write-Offs
  • 30, 60, 90 day Arrears
  • Days of Revenue Outstanding
  • Cost per Collection Action
  • Collection Action Timetable
  • Techniques for Collection Notification
  • % Revenue Collected by Channel
  • Fees Charged
  • Credit Deposit Practices
  • Deposit Requirement
  • Use of Dedicated Collection Agents
  • Use of Blended Collection Agents
  • Outsourcing Usage
  • Outside Agency Practices
  • Field Enforcement Practices
  • Criteria for Granting Extensions
  • Winter Moratorium or Regulatory Restrictions
  • Reporting Derogatories to Agencies
  • Matching Debt to New Customers
  • Use of Credit Screening Technologies
  • Priorities for Collection Treatment
  • Revenue Collection System Vendors
  • Technologies In Place
  • Technologies Under Consideration