OUR CLIENTS

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Unlock the full potential of your call center with CBS Academy: From collections to customer service to sales, our training programs help drive performance and enhance your team’s skills.

We value your feedback: Our Net Promoter Scores reflect our commitment to providing exceptional support and constant improvement.  Recently, our senior contacts across the last three years gave us a perfect NPS of 100, demonstrating our dedication to building strong partnerships and delivering value to our clients.

NET PROMOTER SCORE

OUR EXPERIENCE AND OUR CLIENTS SPEAK FOR US

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Scores of clients including 15 Fortune 500 Companies in 16 countries

Over 200 major call centers

Over 3000 managers Certified in CBS Management Skills

Over 29,000 Agents Certified in CBS Call Skills

HOW DO OUR CLIENTS RATE OUR PERFORMANCE?

We recently asked our clients to give us feedback on the value that we brought to their organization. Here’s what they said:
How much value could your group gain from achieving a 16% or better lift? And you can do it without requiring complex systems integration, outsourcing or offshoring - and in 6 months or less?

100%

Said that CBS met their expectations and that we understood their business.

70%

Of CBS clients obtained a 16-20% lift in performance

100%

Said their CBS project brought a clear ROI for their organization.  The majority saw that ROI in 1-6 months.
testimonials

CLIENTS SPEAK

"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."

Patrick O'Hara
SVP Operations Practices
Quality and International at OSI

"The CBS Management Operating System is the best way to a sustainable production and quality driven organization. If fully committed to and implemented with ownership, you'll see a reduction in your new hire learning curve, a foundation for implementation of new policy or procedure, and a fundamental building block means to a culture of coaching and performance management. The MOS product is expertly supported by CBS from implementation, sustainment, and continual improvement."

Christopher O'Neill
SVP Foreclosure Rediness Team Executive
Bank of America

"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."

Brian Storts
VP, Wells Fargo

"Over the past 1.5 years my organization has been using CBS to retrain and refocus our collections teams to maximize our customer conversations. The work CBS has done to help us upskill our agents to effectively negotiation and overcome objections has been impressive, to say the least. Our year over year effectiveness KPI’s are up across the board and in some cases, we see 10% improvement in certain departments. Without implementing CBS in late 2023, our 2024 would have been very challenging and come under pressure for our executive team and inventors. In late 2023, our delinquencies and charge offs were rising, and with adding CBS and other strategic changes we were able to achieve our 30+DQ and NCO performance for 2024. I can’t thank Jeremy and his team for the hard work and dedication to help us achieve our goals in 2024."

Stephen Ortiz
Head of Collections, Oportun

OUR CLIENTS

CREDIT & RETAIL CARDS

Advanta Inc.
AT&T Corp
Bank of America
Bank One
Capital One
Credit One
Commonwealth Bank of Australia
Commonwealth Bank Limited
Epicenter Corp
First USA
Fleet Credit Card Services
GE Money
Global Vantedge
HBoS Plc
Household Credit Services
Household International
HSBC
J.C. Penney
Lloyds Bank TSB
M&S Money
Manufacturers and Traders Trust Corp
Mellon Bank
Metris Companies
Omnium Worldwide
Outsourcing Solutions, Inc.
PNC Bank
Prime Option
Providian
Renaissance Credit Services
Risk Management Alternatives
Sears
Scotiabank
Sun Trust
The Associates
The Chase Manhattan Bank
Wachovia Bank
Washington Mutual
Westpac Banking Corp
Wells Fargo

LENDING / INSTALLMENT LOANS

Ally Financial
American First Finance
Avant
Branch Banking & Trust
Caliber Mortgage
Capital One
Commonwealth Bank of Australia
Commonwealth Bank Limited
Ditech
EMC Mortgage Corp
Exeter Finance Corp
First Union
Fleet Finance
GE lobal Finance
Great Lakes
HBoS Plc
HFC Bank
Household International
HSBC
Hyundai
Leap Auto Finance
Lloyds TSB
Manufacturers and Traders Trust Corp
Oxford Resources
Pacific Union Financial
Renaissance Capital Consumer Finance
Rifco National Auto Finance
The Money Store
Toyota Financial Services
Wachovia Mortgage
Washington Mutual
Westpac Banking Corp
Wells Fargo

THIRD PARTY DEBT PURCHASE

Advent International
Asset Acceptance Corp
Axiant
Exterra
GC Services
Omnium Worldwide
RMA
OSI

UNITED KINGDOM

Lloyds TSB
Cheltenham & Gloucester
M&S Money
HSBC Plc
HBoS Plc
Beneficial Finance
HFC Bank

OFFSHORE

Advent International
Commonwealth Bank of Australia
Commonwealth Bank Limited
Epicenter
GE Global Finance
GE Money
Genpact
Global Vantedge
HSBC
iGate
iFlex
Option One
Sykes
Wachovia
Westpac Banking Corp

ADDITIONAL

Great Lakes (Student Lending)
Experian (Consumer Credit Bureau)
Knowlagent
Northern Leasing
Solomon-Lawrence Partners
(National Consumer Credit Course)