CBC’s Innovation

Our success depends on the ability to innovate.

At CBC, we spend more than $100,000 per year on technology and systems that will enhance our capacity to serve the individual needs of our clients and their customers.

CBC’s success depends on the ability to innovate business systems through technology. Our software system is one of the most flexible in the industry—and it is currently used by more than 300 agencies and facilities. Because it is customized and supported by our own information systems staff, our software offers collectors and clients current and complete information, which allows management to consistently monitor and review work productivity in real time.

Our system provides collectors with automated payer follow-up and a variety of other features. These are just a few of our services:

  • Reminder and default letters
  • Collector queuing
  • Online notes
  • Collection letters generated after case-by-case review
  • Payment history
  • Management review
  • Automatic multiple account batching
  • Customizable pre-collect programs
  • Up to 900 user defined windows
  • Customized management reports
  • 500 different collection letters
  • Automated call-back scheduling
  • Account inquiry by name, client account number, address, phone number, or social security number.

To simplify management processes, our system graphs productivity, monitors collection by the time of day, provides assorted reports, permits legal follow-up, and offers case-load distribution. It also maintains a customized queue organization through account prioritization—which provides management with the tools they need to review effectiveness and make adjustments in real time to increase productivity.

We have tailored our system to meet the ongoing challenge of collections in a difficult economy, equipping clients with the ever-tightening controls necessary to thrive in a down-turned credit economy and collect in all stages of delinquent patient accounts.

CBC’s focus on productivity is supported by some of the finest technology in the collection industry. Those technologies include our predictive dialing system called “Guaranteed Contacts” (GC). GC is fully integrated with our collection software, offering highlights such as:

  • Inbound and outbound call management
  • Unattended messaging
  • Dramatically increased contacts
  • Individual algorithms by calling campaign
  • Multiple campaign capability
  • Silent monitoring by supervisors
  • Complete answering machine, busy signal, and no-answer screening
  • Real-time statistics
  • Automated data transfer (seamless interface)
  • Formatted and ad hoc reporting
  • Automated time and time zone recognition

With a manual or basic auto-dialer system, collectors average only 12 to 18 minutes per hour talking to contacts. CBC’s technology has tripled our collectors’ effectiveness by increasing “contact time” to 45 minutes per hour. Our predictive dialers increase our productivity by automatically handling all mundane dialing tasks. Busy signals and no-answers are automatically placed in separate queues to be called back at a different time. After 30-40 attempts without an answer, our system will automatically default accounts to a management queue to be reviewed and evaluated for a possible new contact number. By connecting our collectors to only answered calls, the predictive dialer gives our collectors more time to produce results and do what they do best: talk with your customers.

Unattended Messaging technology allows CBC to send out automated messages to debtors by making calls during legal calling times, even if those times are outside of our normal business hours. The automated message asks the debtor to call our office during business hours to discuss an important matter. No private health information or other sensitive information is given; if a third party hears the message, the topic of discussion will be entirely private.

Our software is supported seven days per week, 24 hours per day by Ontario Systems. They access our system through a secure online connection, and they are always available for on-site maintenance to handle any software problems or programming needs. With our various supporting resources, we guarantee minimal downtime.