March 2021 - May 2022

Our Role

To provide Call Center Surge Support during the pandemic.

Our Responsibilities

CCM operated and provided staffing for a 7-day a week surge call center with hours of operation from 8am to 9pm.


Since March 2021, CCM Consulting Group, LLC has been servicing a call center contract for the State of Illinois, the Illinois Department of Public Health.

The Problem

The surge call center assists 93 local health departments in the State of Illinois regarding COVID-19 cases. Once a patient is tested and positive for COVID-19, the patient is referred to the local health department that represents their community. Due to limited resources at the local health departments and the surge in COVID-19 cases, calls are forwarded to the Surge Call Center to assist the local health departments in responding to patients, businesses, schools, etc.

The Business

The State of Illinois determines the number of call center agents needed daily, and it is the responsibility of the call center firm to have qualified and trained agents available based on the demands of the State of Illinois. When there is a surge in the number of COVID-19 cases, the number of agents required to work increases, therefore, the surge call center must maintain a consistent number of qualified agents available to work 7 days a week. The demand for agents needed in the surge center can range from 75 to 500 agents daily to assist the local health departments.

The Solution

CCM Consulting Group trained qualified agents to provide top-notch service to the community. CCM has a retention rate of 87% of its front-line staff and a 100% retention rate for management personnel. We attribute this high retention rate to the careful selection, integration, and training, of our call center representatives. We establish productivity goals that empower our agents to work efficiently without sacrificing customer service and satisfaction.

Initially, there were a total of 4 firms on this contract, however, due to the performance of the firms, CCM and another firm were selected to continue servicing the contract going forward. We far exceeded the agreed SLAs, and we had the highest retention rate.