CHCG Case Study

Contact Center Leadership

The client had experienced a recent change in ownership, and was looking to improve processes, increase revenue, and support growth.

$3 million

Increase in Revenue

Improved

Employee Morale

Increased

Productivity

CASE STUDY DETAILS

Project Summary:

A mid-sized BPO was experiencing stagnant revenue and turnover in key roles. CH Consulting Group conducted a sales and marketing assessment and recommended department restructuring, hiring a VP of Sales and Marketing, and implementing a new sales and marketing plan. CHCG served as interim VP and provided guidance. Through these efforts, the company achieved a $3 million increase in revenue.

CASE STUDY DETAILS

Project Challenges:

plan of action

Project Solution

Due to the complexity of the project, a wide variety of solutions were required to achieve desired company growth rates.

Staff and leadership re-organization
Formalized recruiting and hiring procedures
Enhanced scheduling process
Improved company culture
Established management best practices for employee coaching
Decreased company risk and liability through HR improvements
Updated quality assurance program
Sourced right-fit candidate for Director of Operations role

THE OUTCOME

Project Results

CHCG implemented all recommended changes and the company experienced the following results:

CHCG Case Study

Contact Center Leadership

$3 million

Increase in Revenue

Improved

Employee Morale

Increased

Productivity

CASE STUDY DETAILS

Project Summary:

CASE STUDY DETAILS

Project Challenges:

plan of action

Project Solution

THE OUTCOME

Project Results

Download The Full Case Study Here

Contact Center Service List

Contact Center Technology

Contact Center Operations

Customer Experience

Contact Center Assessments

Quick Links

Learn More About Us

Why CHCG

Resources

Contact Us