CHCG Case Study
Proving the Power of Contact Center Best Practices
The case study shows that investing in contact center expertise can lead to significant improvements in customer experience, employee satisfaction, and overall business operations.
14% Reduction
In Abandoned Calls
30% Increase
In Agent Productivity
30% Reduction
In Average Handle Time
CASE STUDY DETAILS
Project Summary:
The case study involves an online car insurance company with an established online presence but with a contact center not part of its foundation.
As the company expanded, the customer service demands and employee satisfaction issues increased, resulting in abandoned and missed calls, backlogs of unresolved customer tickets, and angry customers.
CASE STUDY DETAILS
Project Challenges:
- Standard contact center KPIs were not tracked or measured following industry best practices, so leadership didn’t have accurate and complete data to make informed decisions.
- Disparate technology systems lacked contact center capabilities, resulting in poor customer service, declining customer experience, and the threat of lost revenue.
- Lack of processes around workforce management, quality assurance, training, and recruiting drained resources and led to overall low employee satisfaction and high turnover.
PLAN OF ACTION
Project Solution:
CH Consulting Group outlined how technology optimization and/or investment in new technology could help move the company from the current state to a desired future state that would support growth.
PLAN OF ACTION
Project Solution
- Performed a proprietary 360° Assessment of the client’s operations, technology systems, and financial performance.
- Established a centralized WFM process that utilized call volumes for staffing projections and a weekly schedule based on WFM best practices.
- Identified several “quick fixes” to help alleviate both customer and employee pain points, including eliminating the ability to leave voicemail messages, changing hours of operation to match best practice customer service hours, and transforming the client contact center operation to handle incoming call, chat, and email volume.
THE OUTCOME
Project Results
CHCG implemented all recommended changes and the company experienced the following results:
- Reduced abandoned calls from 29% to 15% = 48%
- Reduced missed calls from 307 to 141 = 54%
- Reduced AHT from 20 to 14 min = 30%