Closing the Books: Scorecards for Success in Debt Collection

+ more

Mike Selbitschka joined IC System fresh out of high school. Now IC System’s Vice President of Operations, Selbitschka knows a thing or two about the collections industry. And the best tool he knows for measuring success is the scorecard.

There are multiple scorecards used to track performance. Some, Selbitschka said, come from IC System’s clients, and some they internally generate using various KPI metrics for scorecards used with IC System agents.

“Those (metrics) could be around call quality,” Selbitschka said. “They could be around their talk time, their update time, their connects per hour; we really get down to the details for the agents, so we can be very clear on how they are performing and where their opportunities are.”

In the industry, Selbitschka said many clients would split business up between a couple of different competitors. Still, as one competitor performs well on the scorecard, the client will increase the business they receive.

“And, obviously, as you continue to gain market share, you’re gaining business which is gaining FTEs,” Selbitschka said. “So, the more business we have, the more collectors we need. The more collectors we need, the more leads we need. The more leads we need, the more supervisors we need.”

Success builds more success and opportunities.

The collections industry is highly competitive. Selbitschka believes competition is an essential ingredient to IC System’s success. It is a driver when pitching new business to prospects who don’t have multiple collections partners.

“How do you know if your agency is doing everything they possibly can if there’s no competitor?,” Selbitschka said. “You don’t. They could be maybe working accounts for maybe three months and then not working them. And we could come in with a completely different strategy and blow them out of the water.”

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook –
LinkedIn –


Is It Time To Rebrand WBCT As 3D X-Ray?
May 18, 2021
When it comes to diagnostic imaging, 3D imaging provides an all-encompassing view of the body. For weight-bearing body parts, a 3D look can allow doctors to get an image, make a more accurate Read more
How Are Energy Projects Scaling Up as Renewables Get Cheaper?
May 18, 2021
Energy Innovation recently released a report confirming something some have begun to suspect – fossil fuels could be sunsetting faster than anticipated. The report found that initial conclusions that proposed 75% Read more
What Does the Retail Landscape of 2025 Look Like?
May 18, 2021
Designed for retail leaders and lovers alike, Retail Refined explores the in-store technology of the future, challenges the industry’s preconceived notions, and brings together retail’s biggest names to understand Read more