Data-driven approach for identifying the factors related to debt collector performance

The company's success and growth heavily rely on its workforce's performance, yet the evaluation of employees has been only partially and inconclusively executed so far. The primary goal of this research is to build an open innovation framework for analyzing the performance of the debt collector. We have developed the Reinforcement Learning based Continual Learning (RLC) approach for evaluating the performance by analyzing the metrics such as visit patterns and collection percentage. We have used the private debt collection dataset to assess the debt collector's performance. We formulated hypotheses derived from insights gained during exploratory data analysis and subsequently validated them through statistical testing. Whether there are noticeable distinctions among debt collectors in terms of visitation frequency, collection rates, and collection modes. This proposed open innovation framework for analyzing the debt collector performance provides significant variation in terms of collection rate. The proposed EDQN-CL achieved a 13.56 % higher classification rate than the existing algorithm for categorizing the debt collector performance.