Consulting

Sustainable Performance Improvement

Since 1994 CBS has partnered with well over a hundred different client contact centers that sought sustainable performance improvement. CBS works on a global scale and has helped drive significant operational and performance improvements in many countries, including the offshore business unit locations for international conglomerates.

CBS has a select staff of collection, customer service, sales and call center experts skilled in assessments, manager training, skill certifications and mentoring and tailored Management Operating Systems. CBS enjoys the support of associate companies providing further depth in scoring, technical systems and recruiting.

At CBS our consultants have many years of directly related experience, often running centers themselves for other Fortune 500 companies before joining CBS.

At CBS we help install a Management Operating System that can include operational assessments, client-specific management & agent certification, diagnostic measurements, and management processes which build high-performing sustainable collection and customer care operations.