CHCG Case Study
Operational Transformation in Home Services
Through a targeted operational transformation, CH Consulting Group modernized customer experience operations, optimized resource utilization, and positioned the company for scalable growth.
$1.85M
In annualized labor and consolidation savings
60%
improvement in abandon rate
32%
reduction in internal cost per call
CASE STUDY DETAILS
Project Summary:
A private equity-backed home services company operating multiple recently acquired brands partnered with CH Consulting Group to optimize its 100-seat customer experience center. As the organization scaled through acquisition, rapid growth led to operational fragmentation, disconnected systems, and inconsistent performance across brands.
Building Measurable Success with The Science of the Contact Center
CASE STUDY DETAILS
Project Challenges:
- Disconnected platforms and reporting tools
- Inexperienced leadership and supervision
- Inefficient workforce allocation with no standardized KPIs
- Inadequate forecasting and inconsistent quality assurance
- Underutilized technology and unstructured onboarding
These gaps limited visibility, created inefficiencies, and constrained the company’s ability to scale profitably.
PLAN OF ACTION
Project Solution:
CH Consulting Group conducted a comprehensive operational improvement initiative focused on advancing technology, optimizing processes, and strengthening leadership.
THE OUTCOME
1. Project Results
To address operational inefficiencies and prepare for future growth, CH Consulting Group implemented a comprehensive improvement plan centered on technology enablement, leadership development, and process standardization.
- Selection and deployment of a scalable CCaaS platform with unified call routing and reporting
- Shift to skill-based call allocation with tiered agent progression models
- Standardization of QA, onboarding, and coaching across brands
- Integration of internal and outsourced (BPO) operations under a single performance framework
- Enhanced forecasting accuracy and balanced workload distribution across subsidiaries
THE OUTCOME
2. Project Results
Within one year, the portfolio company transformed its customer experience operation into a scalable, high-performance model capable of supporting rapid expansion and future acquisitions.
- Internal cost per call reduced 32% ($4.81 → $3.30)
- Combined operations cost per call reduced 30% ($5.88 → $3.95)
- Internal utilization increased 40% → 64%
- Internal utilization increased 40% → 64%
- BPO utilization increased 42% → 59%
- Calls per agent increased 23% (650 → 800 per month)
- Abandon rate improved nearly 60%
- Same call volume handled with ~50% of prior headcount
- Projected $1.85 million in annualized labor and consolidation savings