MOS COACHING TIP

EVPH Opportunity

EVPH, stands for Expected Value per Paid Hour and measures the effectiveness and efficiency of your agents based on their paid hours, which we consider the fully loaded cost of the agent. This means, not what you pay an agent, but what it costs you to have one. This cost includes the cost of managers, incentives, technology, buildings, and any other expense to support an agent.

The importance of this metric is to determine which agent is contributes the most to overall reduction of delinquency, where collections is concerned or for customer service, performance. Measuring both efficiency and effectiveness is critical as you want employees to balance both. Speed, on its own, does not produce long lasting results and overall is not highly effective. And effectiveness without a managed and measured pace also does not produce the best ultimate results.
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Gauging opportunity means evaluating the behavior behind the numbers to ensure the results are what you want. EVPH is managed by two components: Production of Contact (the material we drive in the hands of our agents) and Conversion (the skill of our agents in converting a contact into revenue). Within collections, we want to completely resolve the accounts with promises that keep and increasingly larger average payment sizes to gain the most optimal results. Managers also have to develop skills and address discipline. 

Thus, what you do as a manager matters. We have to be able to diagnose what our management information tells us and make the right adjustments. Every contact has a value, and we can figure out based on current skills, what a contact is worth to us. Thus, management creates and supports the strategy of supplying contacts and then developing agents on the skills to convert those contacts in a timely and efficient manner. Our ultimate goal is to get a return on our investment (the agent).