I realize that collections are important, but so is good case work. You say that customer service is important, but is that only face to face or on the phone? Why is providing good customer service by making sure a case is clean with a correct balance and correct accounts and addressing complaints some of these participants have been fighting to resolve for years discouraged and considered a waste of time? You know reducing the denominator is the same as increasing the numerator, right? You realize people don't want to pay when they think they don't owe the amount on the statement, right? Or when they feel like no one cares about their complaints or concerns, but only about getting a payment? You realize it's easier to convince someone they can pay off a debt comparable to the price of a car rather than the price of a house, right? You realize that good case work leads to closed cases and preventing overpayment and increasing good will with the participants and providing them with hope and helping to remove obstacles to getting them to pay and avoiding wasting time chasing people who don't owe, right? Yeah I guess you can collect by beating down doors and chasing people and squeezing people, but you can also increase collections and collection percentages by providing good customer service and clean cases. I don't know why this is so hard to understand.