In this webinar hosted by Mike Gibb of AccountRecovery.net and sponsored by The InteliTech Group, industry leaders shared practical strategies for conducting trend analysis in collection operations without relying on a dedicated data science team. Panelists Lucas Brown (Saige Analytics), Justin Metacarpa (2nd Order Solutions), and Ryan Peters (MRS BPO) emphasized that actionable insights can be drawn from everyday reports and dashboards if metrics are clearly defined, tracked consistently, and contextualized.
The discussion highlighted the importance of transparency in metric definitions, setting guardrails to identify anomalies, and distinguishing true trends from short‑term fluctuations. Panelists also debated the role of Excel versus more advanced tools, noting that while Excel remains the most widely used BI tool, larger datasets require more robust solutions and structured data warehouses. AI was cited as a valuable resource for automating documentation and enhancing clarity in reporting.
“A trend is unusual in more than one way,” said Lucas Brown, underscoring the need for comparative analysis.
Ryan Peters added, “You always gotta draw a line in the sand somewhere,” stressing the importance of benchmarks and thresholds.
🧠 Key Takeaways:
- Define and Document Metrics Clearly
Write one‑sentence definitions for KPIs and include calculation methods directly in dashboards or reports to ensure transparency and alignment across teams. - Establish Guardrails and Benchmarks
Set thresholds that trigger deeper investigation when metrics move outside expected ranges, and normalize data by considering posting days versus calendar days. - Leverage Tools Strategically
Use Excel for prototyping and validation, but plan for scalable solutions and AI integration as data volumes grow to improve efficiency and clarity.
This session reinforced that even without a full analytics team, agencies can build a disciplined approach to trend analysis—starting small, documenting clearly, and scaling with the right tools.
