The CBS Management Operating System (for Collections)

A Summary of Deliverables

"If you don't see these things in your collection operation, you may have large financial opportunities."
1. Managers using a standard daily planning, execution and adjustment process for dialer operations resulting in a major increase in RPC production. Standard process and practices in each center to plan and execute daily and weekly strategies for the production of Right Party Contacts.
2. Managers using a simple diagnostic report for dialer operations. Standard production reports are in place and provide a comparative report card across the Client for the production of Right Party Contacts.
3. All collectors using a standard call model with variations for levels of delinquency, modified to fit the Client.
4. All managers using a standard simple diagnostic report for measuring and improving collection skills at the collector level, team level, department level and site level. Standard Skill Reports are in place throughout the Client and provide a comparative score card for all like Teams and Departments. Reports roll up to show collective performance results in standard reporting format.
5. All Team Leaders using a standard approach throughout the Client. This approach employs:
   1. Specific measurable Team Leader tasks for coaching collectors and teaching call skills, setting performance goals and developing their team to the highest possible performance. Team Leader Tasks, with performance standards, are tailored to the Client and include, as examples:
      1. Diagnose production results and prepare an immediate plan
      2. Diagnose collector discipline issues and prepare an immediate plan
      3. Diagnose a collector’s results and conduct periodic reviews
      4. Prepare a monthly development session for a collector
      5. Conduct a monthly development session for a collector
      6. Diagnose specific collector call skills and coach
      7. Maintain a standardized Leader’s Log on collectors
      8. Plan and conduct call skill training sessions for collectors
      9. Diagnose Team performance opportunity and prepare and follow through on a Team plan
      10. Deal with substandard performance issues and instances of particularly 0utstanding performance
   2. Standard documentation for monthly development and manager notes
   3. Standard process for monthly development
   4. Standard routine training process (with supporting tools) to sustain representative skills after initial call model training
   5. Consistent monitoring and call scoring.
6. All Department Managers using a standard approach throughout the Client. This includes:
   1. Specific measurable Department Manager tasks for coaching and developing Team Leaders and building the highest possible performance in their department. Department Manager Tasks, with performance standards, are tailored to the Client and include, as examples:
      1. Develop a production plan
      2. Diagnose production results and prepare an immediate plan
      3. Manage seat-hour generation
      4. Diagnose department performance opportunity, prepare and follow through on an improvement plan
      5. Deal with substandard performance issues and instances of particularly 0utstanding performance
      6. Diagnose Team performance and conduct periodic reviews
      7. Prepare a monthly development session for a Team Leader
      8. Conduct a monthly development session for a Team Leader
      9. Manage an on-going development program
      10. Maintain a Leader’s Log on Team Leaders
      11. Plan and execute a training program
   2. Standard “program” management for development, production and training in each department
   3. Standard process for the development of Team Managers
7. All managers using a standard simple approach to planning their work and managing their time…. No “pick-up ball games”.
8. A simple process for periodic “health checks” and mentoring of collector, Team Leader and Department Manager skills to sustain and continue to improve collection performance.