Our Services
Focused Assessments for Contact Centers
Maximize Operational Efficiency
Boost your contact center’s productivity and streamline processes with targeted insights and actionable recommendations from CHCG audits.
Enhance Customer Satisfaction
Drive Business Growth
Why It Matters
CHCG Audits Include the Critical Aspects of your Contact Center
Partner with us to benefit from our expertise and drive improvements that will set your organization apart from the competition.
Our Expertise
Customer Experience
Our Customer Experience audit, a component of our 360 View Lite Contact Center Assessment, provides a focused evaluation of your contact center’s customer experience strategy.
We delve into the customer journey to understand the current landscape and identify challenges, feedback on initiatives, and valuable customer data to enhance retention and drive loyalty. Our assessment covers people, processes, and technology across various service channels (phone, email, chat, etc.).
Our Expertise
Contact Center Performance & Technology
Our comprehensive Contact Center Performance assessment examines the departments and systems contributing to your contact center’s performance. We offer practical recommendations for improvement and optimization. Regular evaluation and enhancement of your contact center’s performance with CH Consulting Group’s expert guidance help bridge the gap between your current state and an optimized future state.
Our technology assessment thoroughly reviews your technology department, processes, and systems, providing a strategic roadmap for short-term and long-term improvements. Our impartial, vendor-agnostic approach to technology offers valuable insights to optimize your technology landscape and differentiate your organization from competitors.
Our Expertise
Compliance
CH Consulting Group provides compliance expertise to ensure adherence to regulatory guidelines and drive effective technology strategies. Our Certified Compliance & Ethics Professional (CCEP) supports your organization in achieving and maintaining compliance.
Our services include:
- General compliance: Review of relevant state and federal regulatory guidelines and verification of written policy compliance.
- Risk assessment: Identification of company risks.
- Training review: Examination of training programs.
- DNC policies: Evaluation of Do Not Call policies, training, and processes.
- Caller ID and text messaging: Review of requirements, if applicable.
- Personal Information (PI) compliance: Examination of processes and documentation.
- Data privacy: Assessment of policies and procedures.