Management Operating System

We Design and Tailor the Key Integrated Components, Train Your Managers and Certify Their Skill

Over the years, CBS has developed and refined best collection and call center management practices. Our Management Operating System, as we call it, is an integrated, practical approach for successfully executing operations day-in and day-out.

 

The Center for Business Solutions can build your Management Operating System, ensuring a sustainable high-performing consumer collection, customer service or sales operation.

 

To accomplish this, CBS will tailor and deliver client-specific management training and skill certification, collector/associate training and skill certification, diagnostic measurements, management processes and a systematic business process for strengthening high performance that is easily adopted into organizational culture.

Our Management Operating System Consists of the Following Components

Operational Assessment
A thorough, agile inspection identifies current strengths and opportunities.

Onsite assessments are conducted over 3-4 days, concluding with the submission of a comprehensive written report. They are always tailored to specific client needs, typically covering the following scope.

Collection / Customer Service / Sales Strategy
  • Segmentation of accounts and the use of scoring
  • “Aiming” of the work effort
  • Organizational structure
  • Process workflow
  • Analysis, measurement and forecasting business unit outcomes
  • Supporting systems
  • Staffing levels
Production of Contacts
  • Dialer operations and expertise
  • Daily and weekly calling plans/process (dialer and manual)
  • Management of production pacing factors
  • Scheduling process and use of Prime Time
  • “Manual” or high-risk production rates
  • Supporting technology and systems
  • Skip tracing process
  • In-bound call management
  • File penetration
  • Comparison of PRODUCTION rates to Industry Best
Conversion of Contacts into Payments / Sales
  • Call model (current)
  • Collector/Associate call skills (current)
  • Hiring and initial training process
  • On-going collector/associate call skill development process
  • Compensation and incentives (basis and amount)
  • Available payment options and use
  • Comparison of PAYMENT/SALES rates to Industry Best
The Management System
  • Senior Management skills and roles
  • Middle management skills and roles
  • Supervisor skills and roles
  • Process for developing First Line Supervisors and above
  • Spans of control
  • Scheduling of managers and supervisors
  • Availability and appropriateness of production report
  • Availability and appropriateness of payment/sales/skill report
  • Focusing on only mission-critical reports that identify performance opportunities and executing action plans to leverage them.
  • Avoidance of unnecessary reports and reports that generate counterproductive activities.
Proven Contact Production Planning and Execution Process
A workshop and certification process for optimizing daily production of Right-Party Contacts, including the installation of a streamlined daily dialer productivity process and report.
PERFORMANCE OUTCOMES
Managers will learn:
  • To understand how optimized strategy contributes to roll rate performance.
  • To employ industry best practices.
  • To maximize the production of Right Party Contacts in every segment of your portfolio.
  • To operate your dialer in different operational modes to boost effectiveness.
  • To segment your portfolio for best call planning.
  • To develop weekly and daily call plans.
  • To effectively incorporate manual dialing operations.
  • To effectively integrate inbound calls.
  • To establish production expectations and goals.
  • To diagnose production reports and adjust the production process.
Advanced Call Skills
Simple, effective call model and training certification provide the framework, call content and SALES skills for the conversion of contacts into payments/sales.
PERFORMANCE OUTCOMES
Managers will…
  • Master a proven effective non-scripted call model tailored to your collection/customer service/sales objectives.
  • Utilize the Advanced Call Skill Certification process to initially train collectors/associates in mastering the call model.
  • Employ the model and simple role-playing to coach and continue to improve collector/associate call skills.
  • Learn how to install Advanced Call Skill Certification in new-hire training.
  • Master call skill evaluation and coaching.
  • Become confident experts and role models in Advanced Call Skills.
Instrument Panel
Provides “at-a-glance” ability to diagnose performance opportunities in both production and conversion, while furnishing the framework for tying opportunities to specific dialer and call model cause-and-effect issues.
FEATURES
Our System will:
  • Brings simplicity and single-page ease of performance diagnosis to what is typically a myriad of collection/sales reports.
  • Empower first line supervisors to identify and seize very specific performance opportunities in their teams.
  • Roll up to form a consistent performance picture and diagnostic tool for any unit of measure:
    • the individual collector/associate, team, department, site and total program.
  • Sets specific performance goals for each critical component of contact production and of call skills performance.
  • Replaces general “You-have-to-do-better” coaching with specific targeted and measurable performance improvements.
  • Easily install in your operation using data already available in your operation… it requires no system changes or large-scale IT project.
Set of Team Manager Skills
Teaches and certifies team leader (first-line supervisor) ability to diagnose and develop collector/associate and grow team performance through structured processes and manager mentoring.
PERFORMANCE OUTCOMES
Leaders will:
  • Be trained and Certified in their ability to diagnose individual collector/associate performance opportunities using the “Instrument Panel”.
  • Be trained and Certified in their ability to diagnose performance opportunities in their team as a whole using the “Instrument Panel”.
  • Be trained and Certified in their ability to prepare monthly development plans and set measurable and realistic performance goals for their collectors/associates.
  • Be trained and Certified in their ability to coach and counsel their collectors/associates and achieve buy-in on monthly performance improvement goals.
  • Be trained mentored and Certified in their ability to teach Advanced Call Skills.
  • Be trained, mentored and Certified in their ability to perform specific critical written skill development tasks under specified conditions and to meet specified performance standards.
Set of Department Manager Skills
Teaches and certifies managers (Department and higher) in critical tasks driving high performance in first-line supervision and in groups of teams through structured processes and manager mentoring.
PERFORMANCE OUTCOMES
Leaders will:
  • Be trained and Certified in their ability to diagnose individual team and first-line supervisor performance opportunities using the “Instrument Panel”.
  • Be trained and Certified in their ability to diagnose performance opportunities in their department or site as a whole using the “Instrument Panel”.
  • Be trained and Certified in their ability to prepare monthly development plans and set measurable and realistic performance goals for their subordinate supervisors and managers.
  • Be trained and Certified in their ability to coach and counsel their subordinate supervisors and managers and achieve buy-in on monthly performance improvement goals.
  • Be trained, mentored and Certified in their ability to perform specific critical written production and skill development tasks under specified conditions and meeting specified performance standards.
Skill Qualification Testing Program
A structured process for long-term sustainment of management and collector/associate skills
Rather than just occasional training:
  • Puts teams on a structured daily training schedule using “mini-lesson plans” and continuously improves leader and collector/associate skill.
  • Provides a “Rites of Passage” for promotions and skill level advancements.
  • Provides an on-going simple framework and process for introducing and verifying new skills.
  • Installs a rigorous process for periodic (or continuous) off-the-shelf skill evaluations of collectors/associates with minimal commitment of time….
  • …tells you if your Management Operating System is working!

Our Management Operating System Consists of the Following Components

Operational Assessment
A fast and factual expert look to define strengths and opportunities.
Assessments are approx. 3-4 days on-site with a thorough written report rendered before departing. They are always tailored to specific client needs, but typically cover the following scope.
Collection / Customer Service / Sales Strategy
  • Segmentation of accounts and use of scoring
  • “Aiming” of the work effort
  • Organizational structure
  • Process workflow
  • Analysis, measurement and forecasting at the end result level
  • Supporting systems
  • Staffing levels
Production of Contacts
  • Dialer operations and expertise
  • Daily and weekly calling plans/process (dialer and manual)
  • Management of production pacing factors
  • Scheduling process and use of Prime Time
  • “Manual” or high-risk production rates
  • Supporting technology and systems
  • Skip tracing process
  • In-bound call management
  • File penetration
  • Comparison of PRODUCTION rates to Industry Best
Conversion of Contacts into Payments / Sales
  • Call model (current)
  • Collector/Associate call skills (current)
  • Hiring and initial training process
  • On-going collector/associate call skill development process
  • Compensation and incentives (basis and amount)
  • Available payment options and use
  • Comparison of PAYMENT/SALES rates to Industry Best
The Management System
  • Senior Management skills and roles
  • Middle management skills and roles
  • Supervisor skills and roles
  • Process for developing First Line Supervisors and above
  • Spans of control
  • Scheduling of managers and supervisors
  • Availability and appropriateness of production report
  • Availability and appropriateness of payment/sales/skill report
  • Focus on limited number of critical reports that identify performance opportunities and what to do about them.
  • Avoidance of unnecessary reports and reports that generate counterproductive behavior.
Proven Contact Production Planning & Execution Process
A workshop and certification process for optimizing daily production of right-party contacts; installs a simple daily dialer productivity process and report.
PERFORMANCE OUTCOMES
Managers will:
  • Understand how optimized strategy contributes to roll rate performance.
  • Learn industry best practices.
  • Be able to maximize the production of right party contacts in every segment of your portfolio.
  • Be able to optimize setup of your dialer for best efficiency.
  • Be able to use your dialer in different operational modes to increase effectiveness.
  • Be able to segment your portfolio for best call planning.
  • Be able to develop weekly and daily call plans.
  • Be able to effectively integrate manual dialing operations.
  • Be able to effectively integrate inbound calls.
  • Be able to establish production expectations and goals.
  • Be able to diagnose production reports and adjust the production process.
Advanced Call Skills
Simple, effective call model and training certification provides framework, call content and SALES skills for conversion of contacts into payments/sales.
PERFORMANCE OUTCOMES
Managers will…
  • Master a proven effective non-scripted call model tailored to your collection/customer service/sales objectives.
  • Be able to use the Advanced Call Skill Certification process to initially train collectors/associates in mastering the call model.
  • Be able to use the model and simple role-playing to coach and continue to improve collector/associate call skills.
  • Learn how to install Advanced Call Skill Certification in new-hire training.
  • Become expert call skill evaluators and coaches.
  • Become confident experts and role models in Advanced Call Skills.
Instrument Panel
Provides “at-a-glance” ability to diagnose performance opportunities in both production and conversion, and provides the framework for tying opportunities to specific dialer and call model cause-and-effect issues.
FEATURES
  • Brings simplicity and single-page ease of performance diagnosis to what is typically a myriad of collection/sales reports.
  • Empowers first line supervisors to identify and seize very specific performance opportunities in their teams.
  • Rolls up to consistent performance picture and diagnostic tool for the individual collector/associate, team, department, site and total program.
  • Sets specific performance goals for each critical component of contact production and of call skills.
  • Replaces general “You-have-to-do-better” coaching with specific targeted and measurable performance improvements.
  • Easily installed using data already available in your operation… requires no system changes or big IT project.
Set of Team Manager Skills
Teaches and certifies team leader (first-line supervisor) ability to diagnose and develop collector/associate and team performance through structured processes and manager mentoring.
PERFORMANCE OUTCOMES
Leaders will:
  • Be trained and Certified in their ability to diagnose individual collector/associate performance opportunities using the “Instrument Panel”.
  • Be trained and Certified in their ability to diagnose performance opportunities in their team as a whole using the “Instrument Panel”.
  • Be trained and Certified in their ability to prepare monthly development plans and set measurable and realistic performance goals for their collectors/associates.
  • Be trained and Certified in their ability to coach and counsel their collectors/associates and achieve buy-in on monthly performance improvement goals.
  • Be trained mentored and Certified in their ability to teach Advanced Call Skills.
  • Be trained, mentored and Certified in their ability to perform specific critical written skill development tasks under specified conditions and meeting specified performance standards.
Set of Department Manager Skills
Teaches and certifies managers (Department and higher) in critical tasks driving high performance in first-line supervision and in groups of teams through structured processes and manager mentoring.
PERFORMANCE OUTCOMES
Leaders will:
  • Be trained and Certified in their ability to diagnose individual team and first-line supervisor performance opportunities using the “Instrument Panel”.
  • Be trained and Certified in their ability to diagnose performance opportunities in their department or site as a whole using the “Instrument Panel”.
  • Be trained and Certified in their ability to prepare monthly development plans and set measurable and realistic performance goals for their subordinate supervisors and managers.
  • Be trained and Certified in their ability to coach and counsel their subordinate supervisors and managers and achieve buy-in on monthly performance improvement goals.
  • Be trained, mentored and Certified in their ability to perform specific critical written production and skill development tasks under specified conditions and meeting specified performance standards.
Skill Qualification Testing Program
A structured process for long-term sustainment of management and collector/associate skills
Rather than just occasional training:
  • Puts teams on a structured daily training schedule using “mini-lesson plans” and continuously improves leader and collector/associate skill.
  • Provides a “Rites of Passage” for promotions and skill level advancements.
  • Provides an on-going simple framework and process for introducing and verifying new skills.
  • Installs a rigorous process of periodic (or continuous) off-the-shelf skill evaluations of collectors/associates with minimal commitment of time….
  • …tells you if your Management Operating System is working!