CHCG Case Study
KPI and Outsource Strategy
A leading insurance and reinsurance company in Peru needed to streamline internal processes and establish an updated outsource and internal operational structure to support their growth, as well as evaluate whether to move their existing contact center business to a new vendor.
CASE STUDY DETAILS
Project Summary:
CHCG provided the needed contact center experience to streamline the company’s operations and ensure best ROI and vendor support, as well as incorporate best practices in contact center operations, IT, and management into core business operations.
CASE STUDY DETAILS
Project Challenges:
- Un-unified Service Divisions
- Inadequate KPI Management
- Lack of Contact Center Industry Knowledge
Plan of Action
Project Solution
- Thorough review of company's operational overview and KPIs
- Creation of a KPI Metric Report specific to the company's operations
- Additional input regarding metric reporting for appropriate review and utilization of call center operational data
THE OUTCOME
Project Results
- Business Metric Management
- Operational Efficiency
- Contractual Support