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:
- High staff turnover
- Ineffective/costly recruiting
- Stagnant growth
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:
- Achieved the highest staff count within 5 months
- Decreased turnover
- Improved employee morale
- Positioned company for growth after two years of stagnation