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CONTENTS
Foreword
Chapter 1 The Importance and Role of Collections ......
3
Chapter 2 The Collections
Process
...... 9
Chapter 3 Attitudes Towards Debt Collection
...... 23
Chapter 4 Motivation: The Deciding Factor
...... 31
Chapter 5 Performance Measurement
...... 41
Chapter 6 Capacity
Planning
...... 53
Chapter 7 Setting up a Collections Operation
...... 61
Chapter 8 Auditing a Collections Function
...... 69
Chapter 9 Outsourcing
...... 77
Chapter 10 Roll Rates and Probability of Write-off
...... 85
Chapter 11 Costs and Cost Effectiveness
...... 93
Chapter 12 - Integrated
Systems
...... 101
Chapter 13 Using Diallers
...... 109
Chapter 14 Problems and Problem Resolution
...... 117
Chapter 15 Customer Centric Systems
...... 125
Chapter 16 Open Systems and the Internet
...... 133
Chapter 17 Understanding Behavioural Scorecards
...... 143
Chapter 18 Collections and Recovery Scoring
...... 153
Chapter 19 Revenue Models
...... 163
Chapter 20 Action Specific Models
...... 169
Chapter 21 Why Scorecards Dont Work
...... 179
Chapter 22 Basic Collections Strategies
...... 185
Chapter 23 Leading Edge Collections Strategies
...... 191
Chapter 24 Strategy Tracking and Efficiency
......
199
Chapter 25 Customer Centric Strategies
......
207
About the Authors and Companies
...... 213
Glossary of
Terms
...... 221
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