Matthew Ball
During the last 2
years HBoS has worked closely with CBS, to
deliver the effective implementation of the Management Operating System. Our activities
have extended to circa 1000 colleagues across various locations within the UK.
The implementation involved a number of consultants from CBS providing specific
training in advanced call skills for front line call centre colleagues. Furthermore,
the programme also incorporated the development of coaching skills for a number
of Team & Operational Managers respectively.
HBoS has been delighted by the level of service provided by CBS throughout, from
the initial contact and delivery of the course material, through to the subsequent
on site coaching and on the job support.
CBS were extremely receptive to our feedback, including the adaptation of the
training material to meet our own requirements. The programme was delivered with
professionalism, clarity and a true understanding of our business processes at
all times.
The consultants truly embedded the belief that MOS was a way of life and has served
to assist us in revolutionising our approach to collections.
Patrick O'Hara
As a leading 1st and 3rd party Agency, the Management Operating System applies to all aspects of our business regardless of client, industry or age of the paper.
Our partnership with CBS has lasted well beyond the official engagement, and their continuous support and availability have been spectacular.
Working with CBS prepared our internal team to continue to train our people and integrate the CBS materials into our training and culture for long term sustainability.
We have seen measurable success across all lines of business. This is truly a part of our business operating model.
Carl Spencer
CBS has worked with
our company for a number of years. We asked them to apply their proven Management
Operating System designed for Contact Center environments to our distributed Branch
network.
It was successfully rolled out this year to universal support from our
Branch and Senior Managers. We found CBS to be enthusiastic; professional and
driven to meet the needs of our business.
Beth Erickson
Here's my annual email to you.
For the 3rd straight year we have accomplished a 94% cure rate . We continue to use the call model created for us by CBS and I feel that 94% would not have been possible any of the 3 years without that, so I thank you.
Site Director
Seen a significant improvement in EVPH. We improved a whopping 25% from October to November!!
We are looking forward to another banner month of improvement in December as we have been able to take 100% of the associates off the phones for 8+ hours each and drill into the call model and coach to specific needs.
A day after some of that training we were already seeing PTP's increase. I'll be interested in the PK%.
Vice President
Our EVPH (Expected Value per Paid Hour) is on a 45 degree upward slope. It has gone from $600 to $1100 and is still going up.
We will collect $30 million more a year and the portfolio has not grown and no staff has been added
Leadership Development Leader
Our CBS materials have helped us in multiple ways here.
First, delivering and certifying new folks in Call Skills lays the
groundwork right away that this is our expectation of how calls are handled.
We've added agents with very different Collections backgrounds, so Call
Skills has allowed us to introduce new people to the way we approach
collections, with an eye on helping the customer find the best solution, not
strong arming them and losing the relationship. We've found that without
many exceptions, those that struggle in class with Call Skills, do not
succeed on the production floor and weed themselves out very quickly.
Once
on the floor, the performance measures we use (guided by CBS) are critical
in defining performance. Combined with the Training methods, we are
absolutely able to identify improvement areas, and have a clear and
consistent way to structure improvement. Without this process (Development
Ladder, MOS Tools, etc) .. each Leader would be left to their own devices,
which would create chaos. We've been a partner with CBS for so long the
process is second nature. Any gaps really are where we are not attentive to
the tools, and apply them inconsistently.
So much of what we measure was
set up by CBS, and so much of our success with Coaching and Developing is
based on what we've learned over the years with CBS, it's difficult now to
separate the two.
SVP Default Services
CBS deployment created a strong foundation around the basic collection skill and a structure to constantly improve and adapt to continuous changes. Changes have been fast and furious over the last 12 months so the MOS structure when supported with a centralized team charged with developing these skill builders has made it relatively easy to deploy training across 1,000 collectors in a standardized and consistent way.
President
I think the "Call Model" definitely helps a person to be more productive sooner. Enables them to better interact/engage with the customer than having a less structured way of doing it. Gives them more tools to have a better result.
