QUALITY ASSURANCE PROGRAMS...

The goal of our quality assurance efforts is 100 percent accuracy, 100 percent of the time. NCO Receivables Management Solutions has a help center/quality assurance group to ensure the integrity of the automated collection process on a daily basis. This group of professionals performs these tasks by a structured review of the inputs and outputs of the system.

The areas of focus include:

Placements - Each day the number of new placements received is compared against the actual number of new placements added to the database. All new, manually-entered placements are batch balanced by number and dollar. All electronic placements are batched and reviewed prior to release for processing. Many data errors are caught in this up-front process. Any processing problems are detected by the daily act of balancing.

Collection Schedules - Because NCO Receivables Management Solutions collection schedules may be fairly complicated and may vary by client, quality assurance personnel do daily spot checking of accounts to ensure that they are tracking properly within the appropriate schedule. Every 50th or every 100th debtor is sampled in this process. Any anomalies are noted and researched. There exists an automated process that allows NCO Receivables Management Solutions to force any account back through the scheduling software to both validate the accuracy and move any stopped account further through the collection process.

Debtor Written Contacts - A random number of written contacts from each debtor mailing campaign is spot checked for quality assurance prior to mailing. NCO Receivables Management Solutions checks for accuracy, reasonability, and total presentation. Any unusual situation (e.g. large balance, unusual name, spacing) is researched. Any single data element problem (e.g. name, address) is resolved. Any quality issues result in a reprint.

Debtor Telephone Contacts and Collector Feedback - Whether through the outbound predictive dialer or the proprietary collections call processor, each telephone contact has an appropriate action and result code. Multiple dial attempts result in multiple action and result codes. NCO Receivables Management Solutions balances the number of calls with the number of responses and assures that all call queues are worked. Selected calls are spot checked to ensure that feedback is reasonable and appropriate. Special client requirements are spot checked by quality assurance personnel to assure compliance.

Payments - As with new placements, each day the number of payments received is compared against the actual number of new payments added to the database. All new, manually-entered payments are batch balanced by number and dollar. All electronic payments are batched and reviewed prior to release for processing. Many data errors are caught in this up-front process. Any processing problems are detected by the daily act of balancing.

Reporting - All client reports are reviewed by quality assurance personnel prior to distribution. NCO Receivables Management Solutions also maintains a report distribution log that lists the occurrence and frequency of all client reports. This log is used to ensure that all reports are actually generated.