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Hi Nalini, I work in a multinational company which deals in Debt recovery. Dr collection (calling scenario outbound) can be gauged and set right by putting some control points in place. Run chart of calling time of all callers against the target? (I can help if you need more clarity on this, I assume here that the caller are given target). Promise to Pay flow can also be a guiding factor and plays a vital role. Promise kept rate which is the fallout of the above PTP (gross and individual). Right party Contact rate/ratiio this will help you understand the individual collectors capability and handicap. Call Tracker This if taken on an hourly basis will help you track the trend of the day and also you can predict the cash which it will generate. Discount and rebate This is very important from the stand point of settlement as you can make out and fix the lower and upper limit for settlment % looking at this trend. Also this trend will help you understand that whether the settlment was profitable or was a loss. Do let me know if you have further queries Regards Sudhir