PROCESS MATTERS

Optimizing the Healthcare Contact Center for Results

CHCG Delivery : CH Consulting Group partnered with a rapidly growing pharmaceutical company committed to advancing the health of women and championing awareness of women’s healthcare issues to help reduce operating expense.

Proven results : Optimized 4 areas in their contact center resulting in a savings in excess of $15 million over 3 years.

PARTNERSHIP MATTERS

TECHNOLOGY STRATEGY & IMPLEMENTATION

CHCG Delivery : CHCG provided the Client with the expertise it needed to develop a comprehensive, omni-channel technology strategy and deploy successful implementation within the Client’s organization.

Proven results : The new technology solutions provided the client with an improved customer experience, increased efficiencies, and almost $500,000 in estimated, annual ROI savings!

EXPERIENCE MATTERS

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.

EXPERIENCE MATTERS

TECHNOLOGY STRATEGY FOR MULTI-VENDOR ORGANIZATION

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

Experience Matters.

OPERATIONS OPTIMIZATION

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.

Time investment : 6 weeks

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

PROCESS MATTERS

PROJECT MANAGEMENT

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.

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

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.

Technology Matters.

TECHNOLOGY IMPLEMENTATION PROJECT MANAGEMENT

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

Time investment : 3 months

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

Experience Matters.

KPI & OUTSOURCE STRATEGY

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

Leadership Matters.

LEADERSHIP SPECIALISTS

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

Time investment : 5 months

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.

Revenue matters.

CUSTOMER RETENTION & GROWTH

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

Time investment : 12 months

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

Customer Experience matters.

BUSINESS DEVELOPMENT SUPPORT

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.