EMEA Cash Collection Weekly Performance Check

1. Cash Collection Quality Indicators

Each week, it is necessary to extract at least 1 samples from each team-member(depending on the nº of tasks performed) from previous week of the following 3 indicators and analyze if the procedures were correctly followed:

1. Disputes created
2. Promises to Pay created
3. Freshdesk Tickets closed

1.1 Disputes created

In PI1, open transaction UDM_DISPUTE.

In the “Created on” field, click on the arrow to select a range (previous week):

In the field “Case Type”, insert “Z00A” for Collections Call Output:

In the field "Escalation Reason", insert "Z4" for Region EMEA/BO:

Perform the search by clicking on  and export results to an Excel spreadsheet:

Download the file to your PC and open it. Select randomly at least 2 lines to analyze from each team-member.

For each sample, check if:

• Title is appropriate for the dispute reason
• Dispute reason was correctly selected
• Notes of the dispute should have all necessary information to allow Sales/CSR/CM contacts to easily understand the issue and react quickly without going through a complex analysis.

Below some examples:

 1. Incomplete content: "The customer states payment terms are 60 days net and not 30 days net as mentioned on our invoices".

• All relevant information (example: e-mail copy, contact person and phone nº) gathered when contacting the customer should be documented in the dispute, to facilitate the analysis from Sales/CSR/CM

 2. Clear request: "Could you please send the Proof of Delivery to the customer and confirm when it's done? Thank you"

• Clearly ask Sales/CCS/ACM which action/decision is required from them

For more guidelines to better assess the quality compliance, the following documents can be checked:

•         Dispute Scenarios: AR Dispute Scenarios (To identify the right type of disputes to create depending on the current issue)
•         Escalation process guide: 
   (To check best-practices to follow when escalating issues to Sales/CSR/CM)

1.2 Promises to Pay created

Open transaction UDM_SUPERVISOR.

Go to  icon in order to select the layouts of each team-member.

Inside each layout, select the column "Amount Promised" and sort by descending order:

Select 1 Promise to Pay from each team-member from customers that have a promised amount and check the tab “Promise to Pay”:

Select a line and check the details by clicking on the button shown above.

 For each of the sample, check if:

• The internal note text indicates a contact person or e-mail;
• The Internal note text indicates information regarding payment date and method (if relevant);
• The tolerance date is according to the Procedure (2 working days) 

For more guidelines to better assess the quality compliance, the following document can be checked:

• Promise to Pay Guide: 

                          Promises to Pay - guide.xlsx 

1.3 Freshdesk tickets closed

From the view "OTC Collections EMEA Unresolved", the following additional filters need to be applied:

• Agents: add all EMEA Collections team-members
• Status: Closed

Once the filters are applied and the list is generated, click on  on the top-right side of the list.

Apply the following filters:

• Export as: Excel
• Filter tickets by: "Closed Date - Set date" and choose the dates to see only results from the last week (last 5 working days)

Then select the following criteria and click on :

The file will be sent by e-mail:

Once it is received, open it and select randomly 1 ticket from each Agent to be analysed. 

For each sample, check if:

• Reply was provided to requester (if applicable)
• E-mail content is clear (ex:language, template used) and details the objective/purpose of the e-mail
• A clear explanatory comment was added whenever justified (or to explain why no action was taken)
• The status is correct (if it is correctly closed or if any other action should have been taken)

2. Publishing the results

Once the samples are analysed, it is necessary to register the results and inform the corresponding team-members in case the procedure was not correctly followed based on the criteria mentioned above for each task.

The results must be recorded in the following folder stored in the Google drive: Performance Check

Whenever the results are not in compliance an e-mail must be sent to the correspondent team-member, copying the Team Leader and displaying the evidence and the correction that should be made.

End of Procedure.