Workflow Problem Statement Workflow Application Delinquency Collections Prepared by Larry Best Background. A certain percentage of customers are late in paying. The overall business objective is to collect as many of these payments as possible through direct telephonic interaction with delinquent borrowers. An important strategy is to prioritize calls and to assign specific collectors based on various factors, including the amount past due, the number of payments past due, the number of prior delinquent payments, the results of prior interactions, and customer demographics. Major Business Processes 1.
Collectors signal changes in their availability to take incoming collection calls.
Outward Call Handling . The system dials calls in priority order. If the call is answered by a person or an answering machine, the computer assigns the call to a particular collector. This assignment is made based on a user-defined algorithm that assigns priorities based on the stage of delinquency the account is in, the workgroup to which a collector belongs, and the relative availability of collectors to service calls. A workgroup is a group of workers assigned to a single organizational unit.