Explore Five Distinct Weaknesses Impeding Collections Across Seven Operational Areas
Balancing financial recovery with customer experience and regulatory compliance is critical for collections leaders. When debt collection challenges arise, Bridgeforce is often called to help an organization understand the root causes through our debt collection consulting services. Bridgeforce evaluates our clients’ operations against industry best practices across operational categories such as people, process, technology, analytics, contact strategy, and performance management. Through gap analysis, we’ve identified systemic weaknesses in operational efficiency, customer experience, strategic reporting and regulatory alignment.
Measured against more than 50 requirements, on average, organizations miss 44% of what we consider to be “industry standard” for effective collections. Most commonly, those challenges fall into five categories:
- Weakness in reporting, analytics, and performance management: Limited visibility into performance metrics hinders strategic decision-making.
- Manual processes and lack of automation: Heavy reliance on manual workflows leads to inefficiencies and compliance risks.
- Limited segmentation, risk modeling, and targeted strategies: One-size-fits-all outreach approach lacks nuance for different risk types or customer situations.
- Insufficient or fragmented policies, procedures, and controls: Outdated and fragmented policies weakens QA and compliance oversight.
- Gaps in training, staffing, and resource management: Agents lack skills and confidence needed to maintain effectiveness.
Our Gap Analysis Methodology
A Bridgeforce collections assessment uses structured matrices, based on more than 25 years solving debt collections challenges and increasing lift in dollars collected. We look at an average of six requirements per assessed area in collections, then rate each client’s performance across each requirement. Ratings are categorized as:
- Strong / Good – Fully aligned with best practices
- Fair – Partially aligned
- Below Standard – Not aligned
A statistical analysis was performed to calculate the percentage of unmet requirements (fair or below standard rating) per organization and per category. We found that an average of 44% of requirements were rated as Below Standard or Fair, indicating widespread gaps in collections maturity.
After scoring each organization against best practice requirements, we make prioritized recommendations on operational changes that will have the biggest impact for each client. Recommendations are prioritized based on their effort (IT intervention and timeline) and impact (regulatory and effectiveness) levels.
Percentage of Requirements Not Met by Challenge Area
| Common Challenge Area | % of Requirements Missed |
| Reporting, Analytics and Performance Management | 76.3% |
| Processes & Automation | 75.4% |
| Segmentation, Risk Modeling, and Targeted Strategies | 70% |
| Policies, Procedures and Controls | 67.5% |
| Training, Staffing, and Resource Management | 67.5% |
These weaknesses span multiple operational areas in a typical collections department. The following table shows the average percentage of unmet requirements by operational category.
Percentage of Requirements Not Met by Operational Category
| Operational Category | Average % of Requirements Not Met |
| Data & Analytics | 78% |
| Collections Models & Strategy | 74% |
| Risk Control Framework | 69% |
| Contact Strategy | 61% |
| Customer Analytics | 61% |
| Offer Strategy | 54% |
| Other Review Points | 50% |
| Workflow | 45% |
In this report, we will explore the five widespread debt collection challenges across each operational category and share what we’ve recommended to lenders to remediate these challenges. Download today to get access to exclusive improvements that you can apply directly to your operations.
