Debt collector performance

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The variables that affect the debt collector
agent performance

• Prepared by Amr Elsafty
• Presented to Professor Dr . Abdel Moneim Elsaid

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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.

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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.

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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.

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The variables that affect the debt collector
agent performance.

• Research Question

• Do the gender, attractiveness, negotiation style
  and expertise affect debt collector performance?
  

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The variables that affect the debt collector
agent performance. Figure 1
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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
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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
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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
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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 .

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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

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Thank You