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CHCG Case Study

Optimizing the Healthcare Contact Center for Results

CH Consulting Group partnered with a pharmaceutical company to optimize their healthcare contact center’s performance and reduce operating expenses.

82% of patients

Voted Customer Service Most Important When Choosing Care

$15.5 million

WFM Reduction Savings Over Three Year Timeframe

$1.2 million

Saved Over a Three Year Timeframe Due to Technology Updates

CASE STUDY DETAILS

Project Summary:

CH Consulting Group helped a pharmaceutical company optimize their healthcare contact center’s performance and reduce operating expenses by identifying areas for improvement, implementing industry best practices, and updating contact center technology and processes.

CASE STUDY DETAILS

Project Challenges:

  • Inadequate utilization rate of Customer Care Advocates
  • Inefficient reporting and lack of KPIs utilization
  • Poor customer experience due to outdated contact center systems and processes

PLAN OF ACTION

Project Solution:

CH Consulting Group outlined how technology optimization and/or investment in new technology could help move the company from the current state to a desired future state that would support growth.

PLAN OF ACTION

Project Solution

  • Customer Experience: CH Consulting Group completed a full audit of contact center systems and processes, developed a web portal and IVR self-service opportunities, and ensured HIPAA and PCI compliance.
  • Workforce Management: CH Consulting Group implemented an RFP process to select a WFM tool and improved utilization rate of Customer Care Advocates.
  • Reporting and KPIs: CH Consulting Group developed agent and team dashboards and scheduled KPI reports to automatically generate through the company's existing technology system.
  • Contact Center Technology: CH Consulting Group converted the company's faxes to digital, implemented automation of appointment reminders and prescription refills, and developed a data warehouse.

THE OUTCOME

Project Results

CHCG implemented all recommended changes and the company experienced the following results:
  • Customer Experience: Potential reduction of calls by 10 - 30%, savings up to $5 million over 3 years
  • WFM: Reduction of CCA wages by 12.5% or 7 FTE, savings of $15.5 million over 3 years
  • Reporting and KPIs: Decrease in cost/unit by 7%, decrease in expenses by $820K
  • Technology: Savings of more than $300,000 (years 1-3) through digital adoption and automation, potential savings up to $1.2 million over 3 years

Download The Full Case Study Here

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