MBB recognizes the intrinsic value of Quality and Compliance.  We developed an internal call management tool called CALIBER to monitor call quality and compliance.  CALIBER makes it easy for MBB to ensure our collectors provide professional, compliant service for our clients.  CALIBER also enables us to evaluate and improve call quality, thereby lowering costs and increasing revenue.

CALIBER allows MBB to achieve an unprecedented level of consumer satisfaction, service and compliance controls.  CALIBER rates calls based on different parameters including Call Quality, Verification of Correct Debtor prior to announcing MBB, Promptness and Accuracy in answering debtor/patient questions and/or concerns, Communication and Professionalism.  MBB's  supervising staff periodically monitors call quality throughout the month with an average of 20 calls per collector.  Our supervising staff then provides feedback (both positive and negative) to the individual collectors and may provide on-going training as needed.