Current Events at CBS, Inc.
Recently the CFPB (Consumer Financial Protection Bureau) launched its online consumer complaint website for credit card customers - we can be sure that similar tools will be made available for consumers to easily document their dissatisfaction with collection efforts across most loan products. We can also expect the CFPB to be eager to publish their relative ranking reports showing the companies that generate the most (and least) consumer complaints.
While the CFPB's mandate currently encompasses only large banks, there will no doubt be an expectation of general compliance across the industry. Collections is a magnet for customer complaints. At no other point in the consumer credit cycle is the contact with the customer more personal or important.
CBS has an established track record for helping clients make the improvement ‘triple play’: collect more money; with fewer calls and drastic reduction in complaints. Implementing the Management Operating System a consistent, documented and successful process is a key step to helping meet industry regulatory demands.
For more information, contact:
Mr. Jeremy Roberts
Vice President for Business Development
+1 (801) 448 7148 (Salt Lake City)
+1 (801) 520 1825 (Cell)
+1 (909) 498 5174 (Fax)
jroberts@cbswebsite.com
CBS has been selected as the global provider of Collection Skill training and Contact Center best practices for two of the largest consumer credit companies worldwide. These new initiatives have involved MOS ( Management Operating System) implementations in Argentina, Mexico, Brazil, Turkey, United Kingdom, Spain, Canada, Australia and India in 2010 alone. CBS clients are keen to expand their operational best practices defined through MOS enterprise wide and across all of their customer contact points.
For more information, contact:
Mr. Jeremy Roberts
Vice President for Business Development
+1 (801) 448 7148 (Salt Lake City)
+1 (801) 520 1825 (Cell)
+1 (909) 498 5174 (Fax)
jroberts@cbswebsite.com
This company is renowned for sensitivity to their image in the marketplace and for being extremely careful in selecting business partners.
Results from the MOS implementation in their three large U.S. collection operations have been astonishing. The client reports that CBS has been a major factor in an increase of over $30,000,000 in collections within the year and this has been accompanied by no increase in staff.
They report that growth curve on performance improvement has been on a 45 degree up-slope and is still climbing.
For more information, contact:
Mr. Jeremy Roberts
Vice President for Business Development
+1 (801) 448 7148 (Salt Lake City)
+1 (801) 520 1825 (Cell)
+1 (909) 498 5174 (Fax)
jroberts@cbswebsite.com
Designed to optimize daily production of right-party contacts, our Contact
Production workshop installs a simple daily dialer productivity process and report.
We typically see a gain of over 15% in right-party contacts (RPC) in clients
within a month of implementing this process. What would be the value to your organization
of even a 7.5% lift in RPCs? If you have a contact production opportunity, CBS
can help you achieve and sustain major increases in RPCs within a few weeks. And
we guarantee results.
We absolutely guarantee results. If you have not recouped our fees through
better collection performance within 120 days of implementing the CBS process,
we will fully refund our professional fees. We leave measurement and determination
of this entirely within your judgment.
For more information, contact:
Mr. Jeremy Roberts
Vice President for Business Development
+1 (801) 448 7148 (Salt Lake City)
+1 (801) 520 1825 (Cell)
+1 (909) 498 5174 (Fax)
jroberts@cbswebsite.com
Agencies are under a lot of pressure in their post charge- off placements and purchased paper. It is a tougher market place. CBS has developed a management operating system especially for third party collections.
The system includes a third party call model, a set of measurements that let management
see their revenue and profitability at multiple levels from agent to client, and
skill training for first and second line management to drive improved performance.
Results from clients that have installed the system have been both quick and impressive.
For more information, contact:
Mr. Jeremy Roberts
Vice President for Business Development
+1 (801) 448 7148 (Salt Lake City)
+1 (801) 520 1825 (Cell)
+1 (909) 498 5174 (Fax)
jroberts@cbswebsite.com
With the establishment of the National Do Not Call List, it is much more difficult to get new products in front of customers. Most companies are turning to their own customer service operation to offer new products, up-sell or sell products as part of cooperative agreements.
Unfortunately, traditional operating systems for customer service rely on “cost basis” measurements, quality scores and speed of answer as a means to manage the business. These measures are hardly adequate to manage a customer service operation that is selling as a profit center.
To address this deficiency CBS has developed a management operating system for customer service operations for which sales is an integral part of the business. The system includes a call model that combines problem resolution and sales skills, a set of measurements that show the return at each level from agent to center and a structured development process to drive better results.
This operating system has been installed several of the largest customer care
networks in the US with superb results. For example, one client reports that in
the year that CBS started and completed work sales were up 40%, productivity increased
from 75% to 96% and they ended the year at 230% of their financial goal.
For more information, contact:
Mr. Jeremy Roberts
Vice President for Business Development
+1 (801) 448 7148 (Salt Lake City)
+1 (801) 520 1825 (Cell)
+1 (909) 498 5174 (Fax)
jroberts@cbswebsite.com |
