FOR IMMEDIATE RELEASE:

June 11, 2004

CBSI Expands Call Center Tape Verification Service

Harrison, NY:  CBSI announces the availability of an expanded proprietary quality control service for the consumer banking industry utilizing a systematic approach to verify that call center sales are properly generated and that required disclosure is provided to customers.

The new CBSI service will be performed at the firm’s Harrison NY headquarters and is based on over fifteen years experience in managing and monitoring call center programs for clients who service customers through national call centers.  The expansion of the tape verification service was developed to meet the needs of clients who desire a second check that sales are being properly produced from both inbound and outbound calls.

A continuing concern for many sponsors of call center programs is to verify quality control when using outsourced vendors both domestically and internationally.  Although most call centers review at least a sample of sale verification recordings before release, some sales with questionable authorizations can slip through. It is a major concern for program sponsors that customers could be enrolled in their programs without providing clear authorization or not being disclosed the complete terms.  Typically to be in compliance with various state and federal legal requirements, marketers are required to ask permission of customers to tape their response to a sales authorization question and agreement to term and condition disclosure statements. 

CBSI uses a systematic and proprietary approach to provide its tape verification system in a method similar to it’s longstanding call monitoring service.  Clients or their contracted call centers will forward sales recordings to CBSI via secure internet connection or audio cd for review.  Evaluations are conducted by Quality Control Staff members who listen to a representative sample of taped verifications from a client’s regular sales file.  A check list of requirements is followed to review calls for each program and an overall analysis grade is prepared.  Questionable sales are highlighted and brought to the client’s immediate attention.  All verification and analysis data is entered into for long term record keeping.  A report summarizing the review grades and observations is provided weekly or monthly to each client as requested.

CBSI is a privately held thirty year old marketing firm located in Harrison NY, just outside New York City specializing in providing direct marketing, risk management, and valued added enhancement services.  For further information please contact Ken Kraetzer at 914-381-5353.

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