CHCG Case Study
Driving Contact Center Transformation with The 360 Assessment
A regional healthcare system partnered with CH Consulting Group to gain visibility into its contact centers, design a shared services model, and build a scalable roadmap for future growth.
$800,000+
Forecasted annual revenue impact
70%
Projected utilization at scale
100,000+
Projected additional calls handled annually
CASE STUDY DETAILS
Project Summary:
A regional healthcare system operating hospitals, clinics, and specialty service lines across the Midwest had thousands of employees involved in patient calls but very little clarity on how its contact centers actually ran. Leadership suspected inefficiencies yet lacked a complete view of locations, roles, volumes, and performance.
CH Consulting Group’s 360 View Contact Center Assessment provided that clarity. The work identified all contact center groups, quantified staffing and activity, and created a roadmap to move from fragmented, reactive operations to a scalable, best practice aligned model.
CASE STUDY DETAILS
Project Challenges:
- No unified operating structure or standard processes across 35+ contact center groups
- Missing or incomplete leadership roles in WFM, QA, and Training
- Underused technology tools, including Calabrio, with manual workarounds and limited automation
- Data integrity issues, including unmapped queues and unreliable reporting
- Service levels below industry benchmarks and rising patient access issues
- Lack of a performance management culture with regular reviews, coaching, and accountability
PLAN OF ACTION
Project Solution:
CH Consulting Group used its 360 View Contact Center Assessment to evaluate people, processes, and technology against industry best practices and the client’s goals. The work defined a shared services model, redesigned core functions such as QA and WFM, recommended targeted technology improvements, and equipped frontline leaders with training to manage performance using accurate, timely data.
THE OUTCOME
1. Project Results
Shared Services and Operating Model
The assessment produced a clear future state design so the client could run its contact centers as an integrated system instead of isolated groups.
CH Consulting Group recommended a phased shared services structure that unifies leadership, standardizes key functions, and supports consistent performance across regions.
- Enterprise shared services model with defined leadership for support functions
- New roles for WFM, QA, and Training to close organizational gaps
- Standardized QA and WFM processes aligned with industry best practices
THE OUTCOME
2. Project Results
Projected Impact and Performance Gains
The roadmap quantified the value of improved utilization, better workflow design, and stronger performance management.
Using industry benchmarks and client data, CH Consulting Group outlined projected gains in efficiency, revenue, and decision quality once the future state model is implemented.
- Utilization improving from 40–45 percent toward a 70 percent best practice target
- A 20 second AHT reduction projected to support 100,000+ additional calls per year
- Forecasted revenue impact of more than $800,000 annually tied to productivity gains