HAYWARD, CA – As the U.S. bleeds collection agency call center jobs outside U.S. boundaries, one company is steadfastly refusing to export American jobs — even if that means paying higher wages and benefits than its competitors.
In fact, Collection Bureau of America (CBA, www.collectionbureauofamerica.com), a 45-year-old family- and minority-owned and operated account receivable management firm that collects in all fifty states, maintains that the only way to keep service consistent, personal information secure, and customer satisfaction at a maximum is to manage its business within the U.S. and continue to invest in American labor.
That should be a breath of fresh air to the estimated 400,000 Americans who, as reported earlier this month by television newsmagazine “60 Minutes,” have seen their jobs shipped overseas in the last few years, primarily to low- wage countries like China, India and Russia.
“Our business model is positioned in the U.S. and will stay in the U.S. regardless of industry trends,” said Shawn DeLuna, President and C.O.O. “Our philosophy, `Our Clients Come First,’ has allowed us to move into our 45th year of business. This has been achieved because of our firm commitment to keeping CBA a U.S.-based company.”
Indeed. With 140 employees working in a 24,000-square-foot building, CBA handles over 35,000 attempted collection calls. The company specializes in the telecommunication and utility industries, where it continues to achieve high success rates. And still, in such a fast-paced environment, CBA’s turnover rate is well below the industry norm.
It all goes back to CBA’s commitment to American workers, DeLuna explained. The company’s employees are paid weekly bonuses and participate in individual and team contests — again, for bonuses — and enjoy competitive wages and company paid benefits.
“At the heart of it, we’re a family business. It shows in how we treat our employees and how they treat our clients,” stated Richard DeLuna, Chairman of the Board and CEO of CBA. “Our employees are not only the key to the success of our business but also our biggest asset. Over the years, CBA employees have professionally represented thousands of clients by upholding CBA’s philosophy and enriching our customer relationships. We hire skilled, energetic professionals who add to the work environment and promote a constant energy. It’s what sets us apart from our competitors. CBA is an American company, staying in America. And that is, quite literally, the bottom line.”
So, in an industry where people routinely take a backseat to profit, CBA appears to be forging its own path of employee satisfaction and top-tier customer service. As for the cost of labor, CBA realized long ago that you get what you pay for — and that a commitment to people yields a hefty return in America.
