Explore how we leverage decades of experience and industry best practices
in our Case Studies & White Papers.
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.Download Case Study
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!Download 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 Case Study
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 gainsDownload Case Study
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 gainsDownload Case Study
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.Download Case Study
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.Download Case Study
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 operationsDownload Case Study
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.Download Case Study
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 profitabilityDownload Case Study
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.Download Case Study