Enhance your learning with the CBS Academy workbook for Collections Call Skills. Use it as a dynamic guide and reference tool as you follow along through the course. Download, save, revisit, and take notes directly in its fillable format. 

Please note: the Call Model is not included in this course workbook. It can be found in the dedicated Call Model section of this page.

Use the Negotiation Flowchart as a tool to guide you through the negotiation process, offering tailored approaches for each customer type, identified by following the three Diagnostic Questions. Access the Negotiation Flowchart for reference by downloading it now.

The Development Ladder links performance metrics to key call skills, helping leaders target one area of growth at a time. It guides coaching, development plans, and lesson delivery—ensuring progress is focused, measurable, and aligned with team goals.

Use this Call Calibration Form during your sessions to evaluate agent performance and ensure alignment with your company’s call model. This tool helps you document key interactions, assess call quality, and identify a single skill for focused development each month. By tracking both agent and customer responses, you’ll gain valuable insights to support targeted coaching and continuous improvement.

Use this EVPH Formula Sheet to calculate the Expected Value per Paid Hour, a key metric in measuring agent productivity and efficiency. This tool helps break down performance into Utilization (Discipline), Speed, Production, and Conversion (Skills) to provide a clear picture of overall effectiveness. By tracking right party contacts, promises to pay, and dollars collected, you’ll gain valuable insights to optimize team performance and maximize results.

It's an 8-step process crafted to help you create top-notch lesson plans for your agents. This is key because it provides a structure for you to teach the skill and give the agents time to practice. The more effective you are at creating and delivering the lesson plan, the more effective your agents will be at using the skillsets.

This form is for your monthly planning sessions with agents. In these meetings, you'll discuss their current performance and create a plan for development. The goal is to identify strengths and areas for improvement based on what was observed during the month and plan for future growth.

Use this Team Profile Form to track your team’s development and progression each month. This essential tool provides a clear snapshot of opportunity areas, individual agent performance, and team growth trends. By documenting skill levels, projected improvements, and monthly focus areas, you’ll gain valuable insights to set targeted goals and drive continuous development.

The Team Profile is like a one-page story of your team, highlighting areas for improvement. It gives a quick overview. The Team Development Plan goes deeper, diving into your team's strengths and opportunities. It shows where your team has been, where it's heading, and the plan to get there.

Use this Team Profile Guide to walk through the step-by-step process of creating an accurate and insightful Team Profile. This resource will help you assess individual and team performance, track skill development, and set clear growth goals. By following each step—organizing agents by performance levels, calculating projected improvements, and rolling up team goals—you’ll gain a comprehensive view of your team’s progress and areas of opportunity.

Use this Team Development Plan Guide to follow a step-by-step process for building an effective growth strategy for your team. This resource walks you through each stage, from gathering key performance data to setting targeted development goals. You’ll utilize essential tools like the Team Profile Form and performance metrics to assess strengths, identify focus areas, and outline a clear plan for improvement. Plus, you’ll have access to a completed Team Profile to compare with your own, ensuring accuracy and alignment with best practices.

This sample Lesson Plan shows you how each step should be completed and presented. Take a few minutes to review and get inspired—then make it your own with creativity and clarity. You’ll also find an example PowerPoint presentation that demonstrates how the content can be delivered effectively.

Use this Certification Protocol Package as a comprehensive guide to the CBS Academy Call Skills and Manager Task Certification Program. This resource outlines the methodology, preparation, and process for certifying agent call skills and management tasks. Whether used as an exit test for new hires, a probationary evaluation tool, or a prerequisite for promotion, this package provides a structured approach to certification. Inside, you'll find details on scheduling, scoring, team leader roles, and call skill scenarios to ensure a seamless and effective certification process.

This blank Certification Packet provides the framework Leaders will use to certify participants on call skills. It includes the role plays that will be used during the evaluation process to ensure participants can demonstrate their skills in action. Use it to guide the process and ensure consistency in evaluation.

Visit our Q&A page to explore common questions and helpful answers.

Can’t find what you need? Reach out directly through our Contact Us page—we’re here to help.

Enhance your learning with the CBS Academy workbook for Collections Call Skills. Use it as a dynamic guide and reference tool as you follow along through the course. Download, save, revisit, and take notes directly in its fillable format. 

Please note: the Call Model is not included in this course workbook. It can be found in the dedicated Call Model section of this page.

Use the Negotiation Flowchart as a tool to guide you through the negotiation process, offering tailored approaches for each customer type, identified by following the three Diagnostic Questions. Access the Negotiation Flowchart for reference by downloading it now.

The Development Ladder links performance metrics to key call skills, helping leaders target one area of growth at a time. It guides coaching, development plans, and lesson delivery—ensuring progress is focused, measurable, and aligned with team goals.

Use this Call Calibration Form during your sessions to evaluate agent performance and ensure alignment with your company’s call model. This tool helps you document key interactions, assess call quality, and identify a single skill for focused development each month. By tracking both agent and customer responses, you’ll gain valuable insights to support targeted coaching and continuous improvement.

Use this EVPH Formula Sheet to calculate the Expected Value per Paid Hour, a key metric in measuring agent productivity and efficiency. This tool helps break down performance into Utilization (Discipline), Speed, Production, and Conversion (Skills) to provide a clear picture of overall effectiveness. By tracking right party contacts, promises to pay, and dollars collected, you’ll gain valuable insights to optimize team performance and maximize results.

It's an 8-step process crafted to help you create top-notch lesson plans for your agents. This is key because it provides a structure for you to teach the skill and give the agents time to practice. The more effective you are at creating and delivering the lesson plan, the more effective your agents will be at using the skillsets.

This form is for your monthly planning sessions with agents. In these meetings, you'll discuss their current performance and create a plan for development. The goal is to identify strengths and areas for improvement based on what was observed during the month and plan for future growth.

Use this Team Profile Form to track your team’s development and progression each month. This essential tool provides a clear snapshot of opportunity areas, individual agent performance, and team growth trends. By documenting skill levels, projected improvements, and monthly focus areas, you’ll gain valuable insights to set targeted goals and drive continuous development.

The Team Profile is like a one-page story of your team, highlighting areas for improvement. It gives a quick overview. The Team Development Plan goes deeper, diving into your team's strengths and opportunities. It shows where your team has been, where it's heading, and the plan to get there.

Use this Team Profile Guide to walk through the step-by-step process of creating an accurate and insightful Team Profile. This resource will help you assess individual and team performance, track skill development, and set clear growth goals. By following each step—organizing agents by performance levels, calculating projected improvements, and rolling up team goals—you’ll gain a comprehensive view of your team’s progress and areas of opportunity.

Use this Team Development Plan Guide to follow a step-by-step process for building an effective growth strategy for your team. This resource walks you through each stage, from gathering key performance data to setting targeted development goals. You’ll utilize essential tools like the Team Profile Form and performance metrics to assess strengths, identify focus areas, and outline a clear plan for improvement. Plus, you’ll have access to a completed Team Profile to compare with your own, ensuring accuracy and alignment with best practices.

This sample Lesson Plan shows you how each step should be completed and presented. Take a few minutes to review and get inspired—then make it your own with creativity and clarity. You’ll also find an example PowerPoint presentation that demonstrates how the content can be delivered effectively.

Use this Certification Protocol Package as a comprehensive guide to the CBS Academy Call Skills and Manager Task Certification Program. This resource outlines the methodology, preparation, and process for certifying agent call skills and management tasks. Whether used as an exit test for new hires, a probationary evaluation tool, or a prerequisite for promotion, this package provides a structured approach to certification. Inside, you'll find details on scheduling, scoring, team leader roles, and call skill scenarios to ensure a seamless and effective certification process.

This blank Certification Packet provides the framework Leaders will use to certify participants on call skills. It includes the role plays that will be used during the evaluation process to ensure participants can demonstrate their skills in action. Use it to guide the process and ensure consistency in evaluation.

Visit our Q&A page to explore common questions and helpful answers.

Can’t find what you need? Reach out directly through our Contact Us page—we’re here to help.