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.
Of all the third party consulting services I've engaged in my career, the CBS work with us at HSBC and Wells Fargo was the most impactful I have experienced to date. The expertise of your consultants was exceptional, and practical in application.
CBS works with all types of collections, customer care and sales call centers to derive real value and a fast return on their investment. We pride ourselves that our clients elect to work with CBS again as they move positions and companies, and are willing to act as references for new clients.
Quite simply put - this model works and it works well. This model makes training and development a structured and manageable function within your organization. I have used this model at three separate companies because it generates positive results. I strongly recommend this product to anyone who is looking to get a lift in productivity.
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.
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. This has been observed across all functions with dollars collected from Customer Assist & Home Loan Case Management increasing by over 60%.
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.
The MOS system has provided our company with a clear operating framework to drive accountability and production. The team at CBS did a great job of working with our Managers and Account Representatives to ensure a smooth and successful implementation process. Additionally, their expertise helped to guide many changes across our operational framework to increase the rate of adoption and long-term sustainability.
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.
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%.