5. Make productivity & successful collection activity assumptionsInventory Forecast Output: Number of Telecallers (FTE) required in the group for collection activity
6. Forecast number of account in the inventory pool. This number is provided by Loss Forecast team, taken as input.
7. Factor of inventory queue. As one customer might have two accounts, number of customer to be called might be lower. The factor ranges from 0-1. 1 indicates that all accounts are distinct, hence number of account is the same as number of customer. Forecast number of account in the inventory pool. This number is provided by Loss Forecast team, taken as input.
9. Factor to assign account inventory. Value ranges from 0-1. 1 indicates that all accounts will be assigned to Collectors. In practice, there are accounts which will not be called by Telecallers as based on statistical analysis, these accounts are relatively low risk, and the delinquency status is temporary and will go back to normal even though there’s no call from the bank.
11. Desired intensity to contact customer. This number indicates how frequent to contact one customer on monthly basis. Multiplication factor to number of accounts
16. Number of working hour/telecaller/day (# Working hour equivalent to one employee)The multiplication of these two variables results in total working hour per employee per month
17. Calculated #FTE Productive Hour required to make all the contact desired. Based on assumption on FTE/day, Daily productive FTE required is obtained
18. Adjustments made to include non productive time spent by Telecallers (loss of productive hours). This includes absence, training, vacation, meeting, coaching, system down time and other factors which cause Telecallers being not productive during the working hours.
19. Total Telecaller (FTE) required having considered non-productive hours is calculated by considering both productive and non-productive hours and number of supervisor required which is calculated based on span of control input.
20. Account to Collector Ratio (ACR) is a measure on average number of account worked by a Telecaller in a month. This number should not vary much. A high ACR ratio might indicate understaffing while lower ACR might indicate lower productivity.
21. Success Rate is a measure of successful collection activity. This measure is calculated from Contact Rate * Promise To Pay * Kept Promise. 8% success rate means that out of 100 calls made, 8 of them are resulting in customer payment.
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