Quantrax Corporation Inc. Updated June 4, 2006
This documentation refers to the manual skip-tracing service that Quantrax is offering the collection industry. This document is specifically for Intelec users. Please refer to our white paper on the same subject.
Accounts you place in collector queues within the User ID's QXS (basic search), QXS1 (priority basic search), QXS2 (Search with POE information) or QXS3 (asset search) will be moved into a separate library on your system at a specific time. This will probably be at the end of your nighty processing. Note that the POE and asset searches will be referred to as detailed searches in some of the reporting. We use the debtor's social security number, name, address, returned mail flag, home phone, work phone, POE, debtor DOB and spouse name from the account master. We will not download any key account information other than what was described (e.g. We will not download information such as client name, patient name, client account number, balances or medical information)
The phone number history
(bad numbers stored in Tab +) are also used (8.0 feature). We use the data from
the queue file for the accounts given to us. We also use the existing F4 information
if it is available (the new format). This information is transferred from your
system to a system located in
Accurint is the only service we presently use for our searches. We have access to all of the options that can be accessed through the Accurint system. Accurint is accessed through the Capital Management Services servers, with licenses provided through Capital Management Services. Capital Management does not see your data - Your data never resides on their systems. Data never leaves the United States and is only stored on machines that are under Quantrax's direct control. Note that we do not make any phone calls to verify information for debtors, relatives or associates.
Here are more details.
1. The accounts you supplied are manually skip-traced using Accurint.
2. All information was carefully reviewed to determine if a phone number could be obtained for the debtor at the address listed. If the address was bad (returned mail), we looked for a new address too.
3. There is a new F4 (Skip-tracing window). This is now changed on your system. The old data is not lost. It can be viewed by pressing F9 from the new screen. The +SKP flag on the account detail is displayed if the new OR old data exists.
The following is a sample screen for the new skip-tracing information. (F4 from account details)
4. If the address you gave us had returned mail and we found a new address, that will be placed in the address area of the account detail screen and the old address will be dropped into the notes. If we find a different address and the present address is good, we document that in the F4 screen in the area that allows name, type, address and number for additional parties to be entered. The type for debtor is “AD” (Additional debtor information). If we have a phone number for the debtor that is NOT at the good address on the account, that phone number will be added to the home phone number if there is no home phone number on the account. This will allow the new number to be dialed easily. Note that the phone may not be at the address on the account. If there is a phone number on the account, the number will be added to the notes. This is unlikely to happen because the accounts that are skip-traced will usually not have a phone number.
5. New debtor phone numbers will be moved into the account detail screen. If there is an existing number (unlikely) it is not replaced. The new number is added to the notes in this case. A new number is duplicated on all the linked accounts. If the skip tracing source indicates that a number may be a cell number, we will not put that number into the account detail screen. This could cause a problem on predictive campaigns. Such a number will be added to the skip-tracing screen will a "Type code" of "CE" for cell phone.
6. New debtor numbers found on Accurint are verified using the DA reverse lookup feature on Accurint.
7. We also provide 1st and 2nd degree relative information (name, address and phone) as defined by Accurint. These are written to the F4 screen with a type of 1D or 2D respectively. Associate information is coded with "AS" in the type field.
8. We add up to 2 Smart Codes per account. Phone found, address found, no phone found, no address found and no information found. That translates to 5 different Smart Codes you will need to set up on the system. It is better that you use the same codes for all locations, though it is not absolutely necessary. You will need to provide us with the codes. It is possible for us to apply a different Smart Code if phone AND address is found.
9. We apply the phone found Smart Code if we get a new number for the debtor. We may also find a new address in this case. We will then apply the address found Smart Code too.
10. If we find a new address for the debtor, we apply the smart code for "Address found".
11. If no phone number or address was found for the debtor but other useful information was found (relatives or associates), we will apply the smart code "No number found" or "no address found" (for the debtor). We would add a note that other useful information was obtained.
12. If NO information for debtor, 1st or 2nd degree relatives or associates is found, we code the account with the smart code "No information found".
We also offer an option where we will give you POE information from Accurint. We can provide POE name, address and phone number if they are available. Note that the accounts must be placed in User ID QXS2 if this information is needed. This must be discussed with us, so that it can be set up correctly.
13. If you are on Version 8.0 or have the 8.0 Tab + phone management logic, we will not return numbers that were previously removed from an account. On prior versions of Intelec, we will be obtain the same functionality by reading the notes and identifying bad phone numbers.
14. We will provide you with the debtor DOB and age, if they are found.
15. To explain special circumstances, the skip-tracers can also add up to 3 notes on an account that they work. These will be displayed on the account detail screen.
16. The information is updated
on your system and Smart Codes applied (We would have obtained the applicable
codes from you during the set-up phase). You are responsible to the Smart Code
Logic. At a minimum, you need to return the accounts worked to the owner, so
they are removed from our queues. You should also reset contacts through a Smart
Code so that you can accurately monitor contacts made after the account was
skip-traced. You can reset the contacts when the account is assigned to the
skip-tracing queues or when Smart Codes are applied after the accounts are worked.
We also suggest that you add a description code when the account has been worked
by the skip tracers. You should check for this description code to stop accounts
from repeatedly being sent for skip-tracing. To make sure that all accounts
move to the correct workers, you should make sure the smart codes used duplicate
across linked accounts.
For asset searches, we will work with you to upload the information to a user-defined window of your choosing.
17. We will usually add a management option M5 (can be entered from any menu if you have management menu access) to display skip-tracing statistics. These simple but powerful reporting tools will allow you to monitor the work done by the skip-tracing service and evaluate the true value of the results and your collectors' efforts.
The menu displayed has several
options. You must be in the correct company.
The "Skip-tracing analysis inquiry" allows you to select a date range. You can also select a client code range or group codes. Following is a sample screen for the selection.
Based on what is entered, you will see the following information.
Note that a new debtor phone number or address is a positive find. Bad finds are updated when your collectors apply specific Smart Codes (see later on) to indicate that the find information supplied was not accurate.
Success rate is positive
finds less bad finds as a percentage of the total positive finds. We do not
differentiate between phone and address finds, but look at the positive finds
as a group.
There are other options. One is “Skip-tracing analysis with payments”.
This is similar in concept to the option described above, but additionally shows you the payments generated on the accounts worked, after they were worked.
The selection options are similar, but we show the number of paying accounts, accounts contacted (will only be accurate if you reset the contacts when the account was placed with the service) and amount collected. The data for these reports are automatically updated though payment processing and other Intelec features.
Another option is similar
but allows you to analyze the results by client or group!
Note that there is a function key F10 which will allow you to print the accounts that make up a specific line of the display. You will be prompted for User ID (QXS) or client codes.
Following is a sample output for the client inquiry option.
THE COLLECTOR EXPERIENCE
Collectors will see a new
screen for skip-tracing information (F4). In addition, you should set up 2 new
Smart Codes for their use. Let us expand on that. If we work 3000 accounts and
have 1500 positive efforts, we will initially assume they are all good!
The accuracy percentage is 100% as soon as we finish working the accounts. As
your collectors work these accounts, you have a method of saying "It was
not a positive find". You do that by applying one of the 2 Smart Codes
- one for phone and the other for address. We need to be aware of the Smart
Codes you have set up.
What is the expected percentage of bad finds? This is almost impossible to predict. It is our experience that you will get less "false positives" with manual skip-tracing compared to a batch process with a skip tracing service provider. Traditionally, companies have come to expect skip tracing services to return a very low percentage of good information (sometimes as much as 70% of the information provided is later determined to be bad). You can expect better results that this with accounts that are manually skip traced.
Here is a summary of the codes a collector may see on the skip tracing screen.
AD - additional
debtor address information
PH - Additional debtor phone (and possibly address too)
CE - possible cell phone number
1D - first degree relative
2D - second degree relative
RE - relative (in case we can not determine the degree)
AS - associate
PE - other possible POE
It will be important for you to understand what information we work with from your system, and what information we give back to you, along with your options for working with that information. We can work with either Version 7.4 of Intelec or Version 8. Version 8 will produce better results since we are able to track phone numbers that were previously removed from an account and stop those from being returned through the skip-tracing efforts.
We will be using data from the following Intelec files for the accounts that need to be skip traced. To get accounts to the skip tracers, you would have to change the worker code to one that is associated with User ID QXS, QXS1, QXS2 or QXS3. Those User ID's are used as follows.
Here are the other details
of the "download" process (Data moving from your system to ours).
Once we have retrieved the data and used it to work the accounts, we will send back one file to your system (Data "upload"). This file is based on the data on the skip-tracing window file SCSKIP1, but contains some additional data that we use to update your system.
We will do the following by reading that file. Some of the processing described below will take place during Nightly Processing (updating of statistics).
You will be required to provide us with the Smart Codes for the above (7 codes but 5 if you do not use a single Smart Code for phone and address found). If you request the POE information, an additional Smart Code will be required. You should try to use the same Smart Codes for all companies.
How do you set up the
Smart Codes? This is entirely up to you, but we have the following recommendations.
a) At a minimum, you need to return the accounts worked to the owner, so they are removed from our queues.
b) You should also reset contacts through a Smart Code so that you can accurately monitor contacts made after the account was skip-traced. You can reset the contacts when the account is assigned to the skip-tracing queues or when Smart Codes are applied after the accounts are worked.
c) We suggest that you add a description code when the account has been worked by the skip tracers. You should check for this description code to stop accounts from repeatedly being sent for skip-tracing. This logic will need to be added to the Smart Codes used to send accounts to the skip-tracing User ID's.
d) To make sure that all accounts move to the correct workers, you should make sure the Smart Codes used duplicate across linked accounts.
We will assume that the information we provided was good, until you contradict it. Some of the on-screen reporting will show a success or accuracy rate. After we process your information, our accuracy rate will show as 100%. E.g. You give us 10,000 accounts. We find 4,000 addresses and/or phones. We now start out with an accuracy rate of 100%. Why? Because we found 4,000 new phone numbers or addresses and we assume they are all good. But we know that some of those numbers or addresses will be bad. The home number we got may be a wrong party or disconnected number. This affects the accuracy rate. The option we have designed for you to tell us that a number or address we supplied was wrong is through the use of Smart Codes, one for number was bad and another for address was bad. The accuracy rate will change when you tell the system that the information supplied was not accurate. Within Intelec, you will set up two Smart Codes called "Phone information was bad" and "Address supplied was bad". You would train collectors to apply those Smart Codes when applicable. The address-related Smart Code could also be applied by your returned mail logic. These Smart Codes would automatically update your statistics and reflect in the success or accuracy rates related to the service.
You will need to supply us with the 2 Smart Codes you will use with regard to reporting the "bad finds".
THE TECHNICAL CHALLENGES
The major challenge we face is timing the movement of data between the different platforms based on what you have to do on your system (get accounts into the skip-tracing queues) and the time differences between the United States and the offshore operations. Based on our experience, the best time to perform these operations would be at the end of the offshore operation's working day. That is presently between 6 AM and 8 AM EST. Your nightly processing would have completed and we would have a procedure similar to the following -
you have talked to Quantrax about having your accounts worked, they will notify
you when the programs have been set up on your system. When the programs are
activated you will have access to the new skip-tracing screen (F4 from account
details). This is a standard part of Version 8.1. You also have a little work
to do to get the process started.
Here are the required steps.
The above items are described in earlier sections. These sections have suggestions for how you set up these Smart Codes. If any of the advanced skip tracing services are utilized, additional Smart Codes can be used for POE information found, property information obtained and property information not obtained. Please contact your contact at Quantrax with the Smart Codes described above.
Quantrax can start working your accounts as soon as you have decided how you want to get accounts into the "Skip tracing queues". An "upload" can not be done until you have set up the Smart Codes for the returned information.
Depending on your volumes,
Quantrax will download accounts from your queues, have them worked, and
return them to you, usually 2 - 4 times a week.
For more information, please e-mail email@example.com