Debt collector performance - PowerPoint PPT Presentation

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Debt collector performance

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The research aim to examine the independent and moderating variable that would affect the debt collection agent performance in the luxuries real estate industry in Egypt, unfortunately there is no research studies that explore this area in Egypt or even in the middle east thus we will narrow down the literature review on some of those variables that we assume It have a direct and indirect effect the performance of the debt collection agent and recommend other variable for further research – PowerPoint PPT presentation

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Title: Debt collector performance


1
The variables that affect the debt collector
agent performance
  • Prepared by Amr Elsafty
  • Presented to Professor Dr . Abdel Moneim Elsaid

2
The variables that affect the debt collector
agent performance.
  • Purpose and Scope
  • The research is aiming to find out the criteria
    that should be considered in the debt collector
    agent by finding out customer preferences in the
    agent such as gender, agent attractiveness,
    negotiation style and years of experience and by
    analyzing the variable that affect the debt
    collector performance within the luxuries real
    estate companies in Egypt.

3
The variables that affect the debt collector
agent performance.
  • Importance of Study
  • Noting that the real estate industry is one of
    most booming industries in Egypt also its mainly
    depend on the cash inflow to maintain the
    progress in the construction thus its very
    important to have a solid debt collection team to
    secure that required cash inflow and the
    performance of that team depend on many factors,
    mainly performance can be measured in the real
    estate industry in term of the target achievement
    and customer satisfaction which will have a
    positive effect on our economy.
  • In this research we will focus on some of the
    factors affecting the collection performance to
    help the head of the debt collection department
    in achieving the optimum required performance.

4
The variables that affect the debt collector
agent performance.
  • Problem Statement
  • The debt collector in the luxuries real estate
    industry in Egypt is differ than the debt
    collector in banking industries as an example due
    to the type of customers they deal with , the
    amount of debt and the organization policy and
    procedure in doing such, therefore the debt
    collector should have a both skills of selling
    that help him/her out to convince customer paying
    its debt especially in the bad economic
    circumstances in Egypt that lead customer to keep
    such big amount of money on hand and this in
    return make it harder on the collector to
    collect the debt on its time , and customer
    service that maintain the value of the
    organization and give a competitive advantage
    over other organization especially that the real
    estate industry is one of the most money
    consuming industries and the ability of the
    organization to meet its obligations by
    collecting the money amount on time increase its
    efficiency, credibility and as a result the
    consumer trust and satisfaction, that's why we
    will explore those area in our research.

5
The variables that affect the debt collector
agent performance.
  • Research Question
  • Do the gender, attractiveness, negotiation style
    and expertise affect debt collector performance?

6
The variables that affect the debt collector
agent performance. Figure 1
7
The variables that affect the debt collector
agent performance. dependent variable and
Moderating variables
D-V
Debt collector performance is critically
determined by the ability to satisfy external
customers while meeting the needs of the
organization
Debt collector agent performance
Culture defined as those customary beliefs and
values that ethnic, religious, and social groups
transmit fairly unchanged from generation to
generation
M-V
Culture context
8
The variables that affect the debt collector
agent performance. Independent variables
Negotiation style Negotiation is a form of social interaction. It is the process by which two or more parties try to resolve perceived incompatible goals
Gender Gender stereotyping refers to discrimination based on one's sex. It may involve unfair treatment or infringement upon the rights of a certain sex requiring them to act in a certain manner. It is greatly influenced by culture and upbringing
Attractiven-ess physical attractiveness defined as the extent to which the salesperson is perceived by the customer as possessing an appealing and pleasing physical appearance
Experience Job experience will be defined as length of experience in a given occupation.This definition excludes evaluations of job experience on quality factors,
Negotiation style
Experience
Gender
Attractiveness
9
The variables that affect the debt collector
agent performance. Hypothesis Development
H1
Female agents are higher performer than male in
Egypt culture context.
Attractiveness has no significant impact on the
debt collector agent performance.
H2
H3
Integrative negotiation style does not work
properly in the Egyptian culture context.
The more the debt collector agent's experience in
real estate industry the higher the performance.
H4
10
The variables that affect the debt collector
agent performance.
  • Conclusion
  • based on a market study of the big five real
    estate development companies in Egypt we found
    that the debt collection departments have been
    dominated by female agents in the junior and
    senior level and they perform well other than men
    due to our culture as an Egyptian male customers
    have a higher response to the female debt
    collector agent , male customer feels shame if
    they were asked by a female to pay the debts and
    his respond to be that he doesnt have money even
    if he doesnt in real they do their best to pay
    to appear in a good position in front of the
    female .
  • Attractiveness variable has a nominal influence
    on the debt collector performance but it is
    essential for the company , the luxuries real
    estate development on companies work in this area
    arent that much in the market thus they are
    always keen to hire attractive and presentable
    staff based on the marketer recommendation to
    build an elite firm and product image .

11
The variables that affect the debt collector
agent performance.
  • Continued -Conclusion
  • The experience in the same occupation is a must
    on the junior and senior level even if it were
    acquired in other industry however its  not a
    must but preferred in the managerial level ,
    experienced debt collector agent is higher
    achiever than inexperienced one , therefore it
    has a positive impact on the performance and this
    increase in two cases, first  if the debt
    collector agent cope with the firm culture ,
    policy and procedures ,and second if the previous
    work activities and task similar to the current
    job .
  • I believe that we are as Egyptian more to the
    high context culture in terms of communication we
    ( customer and debt collector agent ) use the non
    verbal expressions and share information
    indirectly , customers are always seek
    distributive agreement on the other hand debt
    collector is keen to make it integrative and
    built a relationship with customers, and most
    properly debt collector success to turn the
    negotiation into integrative agreement

12
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