Case Studies & White Papers

CH CONSULTING GROUP CASE STUDY:
Operational Strategy Deployment

CHCG Delivery: Client contracted CHCG resource as Interim Contact Center Leader whose purpose was to drive change by focusing on six key areas: leadership/staffing, WFM, training, reporting, technology and process.

Time investment: 5 months

Proven results: 5-month revenue gain of $3,433,000 and annual wage savings of $34,963 due to a decrease in Average Handle Time.

Download the Operational Strategy Deployment Case Study here.

CH CONSULTING GROUP CASE STUDY:
Technology Strategy for Multi-Vendor Organization

Experience Matters.

CHCG Delivery: Client was struggling with implementing a streamlined approach for their multi-vendor BPO contact center model. CH Consulting Group helped the Client through strategic vendor negotiations and a comprehensive RFP Process which assisted them in selecting a technology solution that would improve efficiencies, cut costs and maximize profits.

Proven results: Cost savings of $13.5M through efficiency gains

Download the Technology Strategy for Multi-Vendor Organization Case Study

CH CONSULTING GROUP CASE STUDY:
OPERATIONS OPTIMIZATION

Experience Matters.

Time investment: 6 weeks

CHCG Delivery: Client was provided with an executable plan that clearly outlined the benefits of each initiative.  Great care was given to the customer experience the cost of business. Capacity planning templates were provided with goals and solutions.

Proven results: Cost savings of $500,000 through efficiency gains

Download Operations Optimization Case Study

CH CONSULTING GROUP CASE STUDY:
PROJECT MANAGEMENT

Process Matters.

Time investment: 10 months (project was 3 months ahead of schedule)

CHCG Delivery: IVR, chat, and email management system was implemented in order to provide the single portal of entry and options desired for Client’s customers.

Proven results: Due to effective process management, CHCG was 3 months ahead of schedule and under the $3.4M project budget by over $500,000.

Download Project Management Case Study

CH CONSULTING GROUP CASE STUDY:
TECHNOLOGY IMPLEMENTATION PROJECT MANAGEMENT

Technology Matters.

Time Investment: 3 months

CHCG Delivery: Implementation of an industry-leading cloud based call center technology system

Proven results: Company is functioning with greater efficiency, increased productivity, and has realigned its cost structure and client pricing for improved profitability.

Download Technology Implementation Project Management Case Study

CH CONSULTING GROUP CASE STUDY:
KPI & OUTSOURCE STRATEGY

Experience Matters.

CHCG Delivery: Crucial contact center experience to ensure the best ROI and vendor support was derived from the process

Proven Results: CHCG crafted an RFP that incorporated best practices in contact center operations, IT and management into cure business operations

Download KPI Outsource Strategy Case Study

CH CONSULTING GROUP CASE STUDY:
LEADERSHIP SPECIALISTS

Leadership Matters.

Time Investment: 5 months

CHCG Delivery: Conduct full operational SWOT audit of call center operations to review for current processes and make clear, concise recommendations for future, sustained growth. CHCG was then contracted to fulfill the Director of Operations role in an interim period to help continue growth while searching for a replacement Director

Proven Results: After having improved leadership and business processes implemented, the company saw their highest ever staff count, drastically decreased turnover, improved employee morale, and were finally posed for growth after two years of stagnation.

Download Leadership Specialists Case Study

CH CONSULTING GROUP CASE STUDY:
CUSTOMER RETENTION & GROWTH

Revenue matters.

Time investment: 12 months

CHCG Deliery: CHCG helped to find a seasoned Vice President of Sales & Marketing for the Client and implemented an effective marketing strategy

Proven results: Sales & marketing slump was turned into a year of record-breaking revenue and profitability

Download Customer Retention & Growth Case Study

CH CONSULTING GROUP CASE STUDY:
BUSINESS DEVELOPMENT SUPPORT

Customer Experience matters.

CHCG Delivery: Client was provided with a customized client-calibrated ROI tool for their sales team and partners to use.

Proven results: Through development of this tool, leadership has a significantly broader and deeper understanding of the call center space and industry.

Download Business Development Support Case Study

CH CONSULTING & INTELEPEER WHITE PAPER:
WHY HEALTHCARE IS MOVING TO THE CLOUD

When you think of healthcare, you may not automatically think contact center. Yet most healthcare providers use contact centers to improve patient care, streamline processes and enhance patient relationships. With the advancements in healthcare technology, both patients and providers are struggling to stay relevant. Technology can seem to put distance between providers and patients, but contact centers can actually strengthen relationships between patients and providers, and enhance overall patient care.

Download Why Healthcare is Moving to the Cloud White Paper

CH CONSULTING & INTELEPEER WHITE PAPER:
HIPAA IN THE FUTURE: WHAT IT MEANS TO YOU

Technology advancements in healthcare pose unique challenges and opportunities for providers. With the rapidly evolving healthcare landscape, both providers and vendors are scrambling to understand the full impact new technology has on HIPAA Compliance. For the purposes of this paper we will be focusing on the HIPAA Technical Safeguards, how current and future technology is challenging HIPAA regulations, and how to protect your organization as you move into the future.

Download HIPAA In The Future: What It Means To You White Paper

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