Workload Distribution & Aging

Click image to enlarge

Overview

The Workload Distribution & Aging report is an essential management tool that provides a comprehensive view of collector workloads and account freshness. This report helps managers identify workload imbalances, spot neglected accounts, and ensure optimal resource allocation across their teams. By showing how recently each collector's accounts have been worked, you can prevent valuable accounts from going stale and ensure consistent collection efforts across all assignments.

Key Benefits

• Balance Workloads: Identify collectors who are over or under-utilized
• Prevent Account Aging: Spot accounts that haven't been touched recently
• Optimize Assignments: Redistribute accounts based on capacity and performance
• Track Activity Patterns: Monitor how actively collectors work their accounts
• Improve Collections: Focus attention on neglected high-value accounts

Understanding Your Data

Column	What It Means	How to Use It
ManagerName	Supervising manager	Team organization
CollectorName	Individual collector	Workload owner
TotalAssignedAccounts	Number of accounts assigned	Overall workload size
TotalAssignedBalance	Dollar value of assignments	Financial responsibility
Worked_Last_7_Days	Accounts touched within a week	Recent activity level
Worked_7_to_30_Days	Accounts worked in past month	Normal activity range
Worked_31_to_90_Days	Accounts aging beyond a month	Needs attention
Worked_Over_90_Days_Or_Never_Worked	Severely neglected accounts	Critical attention needed

Understanding Account Aging

Aging Categories Explained

1. Fresh (Last 7 Days)

   • Recently worked accounts
   • Active collection efforts
   • Good customer engagement

2. Current (7-30 Days)

   • Normal working cycle
   • Acceptable for most accounts
   • Regular follow-up occurring

3. Aging (31-90 Days)

   • Accounts losing momentum
   • Risk of customer disengagement
   • Priority for renewed contact

4. Critical (Over 90 Days or Never)

   • Severely neglected accounts
   • High risk of uncollectibility
   • Immediate action required

Using This Report

Report Filter

The Workload Distribution & Aging report includes a Date Range filter that:

• Sets the reference point for aging calculations
• Allows historical analysis of workload patterns
• Helps track improvement over time

Management Analysis Process

1. Workload Balance Check

   • Compare TotalAssignedAccounts across collectors
   • Look for significant disparities (>20% variance)
   • Consider account complexity, not just count

2. Value Distribution Review

   • Analyze TotalAssignedBalance distribution
   • Ensure high-value accounts have appropriate attention
   • Match collector skills with account values

3. Aging Pattern Analysis

   • Calculate percentage of accounts in each aging bucket
   • Identify collectors with high percentages of old accounts
   • Look for patterns across teams

Identifying Issues

Signs of Overload

• High account count (>150-200 accounts)
• Large percentage in 31-90 day bucket
• Growing number of never-worked accounts
• Declining fresh account percentage

Signs of Underutilization

• Low account count (<50-75 accounts)
• Could handle additional assignments
• May benefit from account redistribution
• Opportunity for skill development

Taking Action

Based on your analysis, implement these strategies:

For Overloaded Collectors

1. Immediate Relief

   • Redistribute 10-20% of accounts
   • Focus on moving aged accounts
   • Provide temporary support
   • Review assignment criteria

2. Long-term Solutions

   • Adjust new account assignments
   • Improve workflow efficiency
   • Consider additional training
   • Evaluate account complexity

For Aging Account Issues

1. 31-90 Day Accounts

   • Create "blitz" days for old accounts
   • Set daily targets for aged account contact
   • Prioritize by balance and likelihood
   • Track improvement weekly

2. Over 90 Day Accounts

   • Immediate manager review
   • Consider reassignment to specialists
   • Evaluate for write-off potential
   • Document reasons for neglect

For Workload Optimization

1. Rebalancing Strategy

   • Move accounts from overloaded to underutilized collectors
   • Consider collector strengths and specialties
   • Maintain manager/collector relationships
   • Phase transfers to minimize disruption

2. Performance Correlation

   • Compare aging patterns with collection rates
   • Identify optimal workload sizes
   • Set team standards for account freshness
   • Reward consistent account attention

Best Practices

• Weekly Reviews: Check aging patterns every week
• 80/20 Rule: 80% of accounts worked within 30 days
• Zero Tolerance: No accounts over 90 days without documented reason
• Balanced Distribution: Keep workload variance under 20%
• Quality Over Quantity: Consider account difficulty, not just count

Benchmarks and Goals

Ideal Distribution

• Last 7 Days: 25-35% of accounts
• 7-30 Days: 50-60% of accounts
• 31-90 Days: <15% of accounts
• Over 90 Days: <5% of accounts

Warning Signs

• Any collector with >25% of accounts over 30 days old
• Team average >20% in aging categories
• Individual collectors with 200+ accounts
• High-value accounts in 90+ day category

Tips for Success

1. Preventive Maintenance: Address aging before it becomes critical
2. Team Collaboration: Share accounts during busy periods
3. Systematic Approach: Work oldest accounts first each day
4. Technology Use: Leverage automation for routine touches
5. Regular Rebalancing: Adjust workloads monthly, not annually

Related Reports

• Accounts By Date - Daily activity details
• Desk Management - Individual desk analysis
• Financial Dashboard - Collection performance
• Collector Payment Performance Comparison - Success rate correlation