RecoverOps / Quality and compliance
Section 07Two separate scores. One of them has no tolerance at all.
A call can be an excellent piece of collecting and still be a compliance failure, and when it is, the compliance result is the one that counts.
| Category | Metric | Standard | Consequence |
|---|---|---|---|
| Compliance | Conduct score across audited calls | 100 — no tolerance | Breach investigation; incentive suspended for the quarter |
| Compliance | Disclosure present and complete on first contact | 100% | Any miss is a serious breach |
| Compliance | Calls placed inside the permitted window | 100% | Any miss is a serious breach |
| Compliance | Contact frequency inside the limit | 100% | Dialler-enforced; a manual override is a breach |
| Controllable | Call quality score | ≥ 90 | Directly service-levelled |
| Controllable | Disposition accuracy against the recording | ≥ 98% | Directly service-levelled |
| Controllable | Login adherence to roster | ≥ 95% | Directly service-levelled |
| Influenceable | Right-party contacts per productive hour | 3.5–5.5 | Tracked; joint action plan against the portfolio band |
| Influenceable | Promise-kept rate | 58–68% | Tracked; reviewed against the portfolio mix |
| Observable | Net recovery against target | Per the incentive ladder | Reported; reaches you only through the incentive |
| Observable | Average handle time | 6–11 min | Observed, never targeted |
How calls are sampled
Every new collector is audited on 100% of calls for the first two weeks on live dialling, with the disclosure verified on every one. After two consecutive weeks at or above the call quality floor with no compliance finding, the sample steps down.
Steady state is a random sample per collector per week, plus a targeted sample on any collector with a finding in the preceding month, plus 100% of calls attached to a complaint. A collector under investigation returns to 100% until cleared.
Akontec re-audits a sample of the service provider's own audit each month and calibrates the two scores. Where they diverge materially, the provider's internal audit is treated as unreliable for that month and the Akontec score stands until calibration is restored.
A provider whose internal monitoring never finds a disclosure miss is not a provider with perfect disclosure; it is a provider whose monitoring is not working, and that is how it will be read at calibration.
Speed is negotiable. Recovery is negotiable. The disclosure is not.
What happens when a breach is confirmed
Same-day notification
The provider compliance officer declares first and consults after. Akontec is notified in writing within 24 hours of discovery, confirmed or not.
Collector suspended from dialling
Pending investigation. Hours are not billable while suspended.
Recording, script version and dialler configuration preserved
Together with the certification record current on the date of the call.
Root cause inside 48 hours
Distinguishing a collector error from a configuration error. A configuration error is the more serious of the two, because it affects every call.
Incentive suspended for the quarter
Where the breach is confirmed as serious, regardless of recovery performance in that quarter.
Re-certification before return
The collector re-sits the full closed-book certification and role-play assessment before dialling again.
Next step
Two scores, and the compliance one has no tolerance band.
That is the only structure under which a creditor will place regulated collections work offshore. It is not a negotiating position.
Read the conduct rules See the onboarding plan