Table of Contents

Chapter One - Getting Started
Recovery Collection Options
Predicting Recovery
Your Costs
System Capabilities

Chapter Two - Internal Recovery Unit
Business Continuity/Disaster Recovery Plan Turnover
Training
Incentives
Call Monitoring
Recovery System
Inbound
Outbound
Letter Strategy
Productivity
Non-Productive Time
Reports

Chapter Three - Vendor (Agency and Attorney) Partnership Management
Defining the Partnership Roles
Making Your Accounts More Profitable
Per Account Yield
Rate Yourself as a Client
A Word About Fees

Chapter Four - Contract Considerations
Definition
Written Terms
Federal, State and Local Laws
Licenses
Privacy of Customer Information
Data Theft
Insurance
Change in Ownership, Partnership and Management
Type of Payments
Credit Bureau
Deposit
Commission
Termination of Contract and Account Ownership
Lawsuits
Complaints
Placement of Accounts
Remittance
Indemnification
Return of Accounts
Dedicated Collectors
Audit
Account Location
Documentation on Account
Work Standards
Financials
Disaster Recovery

Chapter Five - Collection Agency and Attorney Strategies
Costs
Placement Strategy
Account Assignments
Changes in Placement That May Impact Recovery Results
What Point in the Account Cycle to Place Accounts
Placement Strategies

Chapter Six - Collection Agency Auditing
Who, What, When, Where, Why and How
Basic Rules
Costs
Audit Type
Frequency
Questionnaire
Audit Software Program
Areas to Audit
Presenting Results

Chapter Seven - Performance Assessment
Why Measure Performance?
Measurement Methods
Developing a Plan

Chapter Eight – Vendor Selection
Request for Proposal
Corporate History
Technology
State Licenses and Bonds
Insurance Coverage
Lawsuits and Complaints
Financial Condition
Personal Visit
References

Appendix
A - FFIEC Findings – Y2K Lessons
B – California Anti-Hacking Regulation
C – Fair Debt Collection Practices Act & FTC Commentary
D – Fair Credit Reporting Act
E – Gramm-Leach-Bliley Act
F – Disposal of Consumer Report Information
G – Soldiers and Sailors Civil Relief Act
H – Federal Wage Garnishment