THE CHALLENGE Competition in the collection industry is fierce. Fueled by the declining economy and industry-wide sinking results, collections customers are demanding increased accountability from the agencies they use. Gone are the days when relationship manage- ment was the key to maintaining a loyal client base. The smart accounts receivables teams are focused solely on results and test vendor performance with Champion/Challenger methodology and other evaluation models. For more than 30 years, Credit Protection Association (CPA), a Dallas-based collections agency, has been known for innovation and market impact. Many of the programs and procedures that CPA developed have become standards within the industry. In light of the increasing volatility and competitive pressure in th

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