CHCG Case Study

Transforming Customer Service through Operational Excellence

Consolidating customer service functions helped improve operational efficiencies, heighten employee engagement, and boost customer experience.

$500,000+

Saved Through Efficiency Gains

27%

Increase in Productivity (Blended Agents)

45%

Reduction in Temporary Labor Expenses

CASE STUDY DETAILS

Project Summary:

A financial services corporation established in 1880 was grappling with significant contact center inefficiencies. The corporation boasts over fifteen million clients across the United States, manages assets exceeding $60 billion, and provides more than $1 trillion in life insurance protection.

Evaluation and upgrade of the client’s technology deployments, focusing on improving both customer and employee experiences, ultimately lead to increased revenue and reduced employee turnover.

CASE STUDY DETAILS

Project Challenges:

Lack of contact center expertise led to operational inefficiencies and difficulty in managing customer interactions effectively.
Seasonal spikes in volume overwhelmed the limited number of agents, exacerbating the issue of inadequate staffing.
To manage call overflow, a secondary department was utilized, incurring overtime costs and a backlog in its primary functions.
Strict SLAs with financial penalties for non-compliance, added additional pressure.
Absence of accurate data on cost per call and a method for capacity planning.

PLAN OF ACTION

Project Solution:

CH Consulting not only addressed the immediate challenges but also set the stage for sustainable growth and continued improvement in customer service quality and operational efficiency.

plan of action

Project Solution

To address the myriad challenges faced by the financial services corporation’s contact center, a comprehensive and strategic approach was employed.

Consolidated two separate customer service departments into one unified team to streamline processes and improve the efficiency of call handling.
Executed a more linear organizational chart that eliminated redundant supervisory roles.
Implemented technology solutions and process improvements for better management of call volumes, including tools for capacity planning and performance measurement.
Reduced reliance on temporary staff and overtime by optimizing headcount through strategic hiring and cross-training of employees.
Developed strategies to meet or exceed SLAs through improved operational efficiency and customer service practices.
Created a detailed project plan with short-term wins and a long-term technology investment plan, aligned with the company's goals for growth and operational excellence.

THE OUTCOME

Project Results

45% reduction in temporary labor expenses.
50% reduction in secondary phone support.
28% reduction of overtime.
50% Reduction in away from desk.
27% Increase in productivity (blended agents).
More than $500,000 in savings through efficiency gains.

CHCG Case Study

Transforming Customer Service through Operational Excellence

$500,000+

Saved Through Efficiency Gains

27%

Increase in Productivity (Blended Agents)

45%

Reduction in Temporary Labor Expenses

CASE STUDY DETAILS

Project Summary:

CASE STUDY DETAILS

Project Challenges:

PLAN OF ACTION

Project Solution:

plan of action

Project Solution

THE OUTCOME

Project Results

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