Staffing Models/Data Collection Variations

[jhybergr]

Hello,

Our collections area was recently was timed (stop watched) performing certain functions. On our front end (inbound and outbound collection calls generally using a dialer system, a production environment), the data collection was fairly straight forward. However on our back end, which has more specialty tasks like foreclosure, bankruptcy, etc…was also timed the same way. Being that this work is manual, not repeatable, and not repetitive; I was wanting to know if there is another way to collect data for such a non-repetitive work environment. In other collection shops, do they collect data the same way on the front end as they do on the back end? If not, what do they do?

Thank you.