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Operations Metrics

TL;DR
  • Collections: Contact rate over 50%, promise-kept over 60%, recovery rate over 5%
  • Monitoring: Alert response under 15 min (critical), false alert rate under 20%
  • Reconciliation: Match rate over 99%, exception rate under 1%, resolution under 24h
  • Incident: MTTD under 15 min, MTTR under 30 min, recurrence under 10%
  • Related: Fraud Metrics, Chargeback Metrics

Key performance indicators for operational health.

Collections Metrics​

MetricDefinitionTarget
Contact rateReached / Attempted>50%
Promise-to-pay ratePromises / Contacts>30%
Promise kept rateKept / Promised>60%
Roll rateMoved to worse bucket / Total in bucketUnder 40%
Recovery rateRecovered $ / Charged-off $>5%

Monitoring Metrics​

MetricDefinitionTarget
Alert response timeTime to acknowledge alertUnder 15 min (critical)
False alert rateFalse alerts / Total alertsUnder 20%
Mean time to detectDiscovery to alertUnder 5 min
Dashboard uptimeAvailable time / Total time>99.9%

Reconciliation Metrics​

MetricDefinitionTarget
Match rateAuto-matched / Total items>99%
Exception rateManual review needed / TotalUnder 1%
Resolution timeException to resolutionUnder 24 hours
Aged exceptionsExceptions >3 days old0

Incident Metrics​

MetricDefinitionTarget
Mean time to detect (MTTD)Incident start to detectionUnder 15 min
Mean time to respond (MTTR)Detection to response startUnder 30 min
Mean time to resolveDetection to resolutionUnder 4 hours
Incident recurrence rateRepeat incidents / TotalUnder 10%

Process Metrics​

MetricDefinitionTarget
SLA adherenceWithin SLA / Total>95%
Process error rateErrors / Total actionsUnder 1%
Escalation rateEscalated / TotalUnder 5%
Documentation completenessRequired fields complete100%

Staffing Metrics​

MetricDefinitionNotes
Cases per analystActive cases / FTETrack trend
Utilization rateProductive time / Available75-85% target
Training completionCompleted / Required100%
Quality scoreAccuracy on audited cases>95%