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- Poor customer experience due to outdated contact center systems and processes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