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Incentive Scheme Review
- Client: Specialist Lender
- Project Length: 2 Weeks
- Personnel: Partner + Analyst Team
Background
A UK specialist lender wanted to ensure that their collections team incentive scheme was providing the best outcome for both the lender and their customers
They also wanted to assess the potential for agents to engineer outcomes to ‘game’ the scheme and artificially boost their rewards
Engagement
The Vestigo team undertook a review of the scheme’s technical documentation, implementation code and information shared with agents
The scheme was then recreated in a detailed scenario testing model
Several algorithms (include brute force, machine learning and generic algorithms) were used to determine optimal strategies for the agents
It was found that the scheme was incentivising non-optimal customer treatments, skewed towards non-resolving, ‘soft’ treatments of customers
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Vestigo team
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