OUR COURSES

Take your skills to the next level: CBS Academy’s platform offers comprehensive training with knowledge checks, advanced activities, and realistic call simulations to prepare you for success on live calls.

COLLECTIONS CALL SKILLS

Welcome to CBS Academy's Collections Call Skills course - the industry-standard training, now available as an eLearning module. 

Master Customer Conversations

Our award-winning course equips you with the specific skills and strategies to navigate conversations with customers effectively, understand their intent, and motivate them to make your company their payment of choice.

Listen, Guide, Succeed

We don't just teach you the basics - our course helps you build a deep understanding of effective conversations. You'll learn to actively listen to customers and identify where they are in the call, applying the right skills to guide them to the best possible outcome.

Elevate Your Call Mastery

Gain a competitive edge in the industry with our course and ensure that every call results in a mutually beneficial payment agreement. Enroll now to elevate your collections call skills to the next level!
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COLLECTIONS, CUSTOMER CARE / SALES & SERVICE TEAM LEADER

Equip your team leaders with the necessary skills and knowledge to drive your business forward with CBS Academy's Team Leader Academy modules. Our structured process, the Management Operating System (MOS), provides consistency and structure in a changing environment. With live video mentoring and feedback from our CBS staff, our course ensures that team leaders can diagnose and develop agents while growing team performance.
The MOS process includes the CBS Call Model, Negotiation Flow Charts and the corresponding Skill Development Report and Development Ladder, creating a skill-based development process for agents and team leaders. Our modules cover a range of MOS components such as Call Calibrations, Reports, Individual Development Plans, Lesson Plans, Team Development, and Time Management. Each learning component enhances the Team Leader's ability to lead the ground-level MOS process, while also aiding Department Managers in their coaching and development of their reporting Team Leaders.
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Complete the course and receive certification, plus gain access to live video mentoring
and feedback to ensure success in leading your team.

COLLECTIONS, CUSTOMER CARE / SALES & SERVICE DEPARTMENT MANAGER 

As with any significant change within an organization, the role of leadership is critical to the success of the Management Operating System (MOS). 
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LEADERSHIP

The success of an organization relies heavily on its leadership stance, and Department Managers play a crucial role in coaching and developing Team Leaders to lead their teams effectively. Our modules for Department Managers are strategically designed to provide tactical coaching responsibilities and enable participants to understand and sustain the Management Operating System (MOS) principles at all levels.

ACADEMY MODULES

Our modules are focused on providing Department Managers with the necessary tools to evaluate Team Leads and agents’ performance concerning Call Skills, Individual Development, Team Development, and Lesson Plans. Participants will walk away with a clear vision of how to support their team, and an added evaluation process will help uncover areas of opportunity for further development.

MENTORING

With live video mentoring and feedback from CBS staff and a final certification on course completion, we aim to equip Department Managers to spearhead change and achieve desired performance results.