COVID-19 Surge Call Center Support Services for Illinois

CCM Consulting Group

| Case Studies

Industry: Healthcare / Public Health
Client: Illinois Department of Public Health
Service Lines: Inbound/ Outbound Call Center Operations | Workforce Management (WFM)
Location Supported: Chicago, IL

Our Role

CCM Consulting Group provided full-scale Call Center Surge Support during the COVID-19 pandemic, operating a 7-day-a-week surge call center from 8:00 AM to 9:00 PM.

The Challenge

During the height of the pandemic, the Illinois Department of Public Health supported 93 local health departments across the state. As COVID-19 cases surged, local health departments faced limited staffing and overwhelming call volumes from patients, businesses, schools, and community organizations seeking guidance.

When individuals tested positive for COVID-19, cases were referred to their respective local health departments. Due to unprecedented demand, many calls were redirected to the State’s Surge Call Center for timely response and case support.

Daily staffing needs fluctuated dramatically — ranging from 75 to 500 agents — requiring immediate scalability, consistent training, and rapid workforce mobilization seven days a week.

The Solution

CCM Consulting Group delivered a scalable, high-performance surge staffing model designed to meet rapidly changing demand.

We:

  • Recruited and trained qualified agents to deliver accurate, compassionate service
  • Maintained operational readiness for daily staffing fluctuations
  • Established productivity benchmarks that balanced efficiency with customer satisfaction
  • Implemented structured onboarding and continuous training programs

Our strategic workforce management approach resulted in:

  • 87% retention rate among frontline staff
  • 100% retention rate among management personnel
  • Consistent achievement and surpassing of Service Level Agreements (SLAs)

Operational Excellence in Action

Initially, four firms were awarded the contract. Based on performance outcomes, CCM Consulting Group and one additional firm were selected to continue servicing the contract moving forward.

CCM distinguished itself by:

  • Exceeding agreed-upon SLAs
  • Maintaining the highest employee retention rates
  • Delivering reliable, high-quality service during a public health crisis

Impact

Through disciplined workforce planning, structured training, and a culture of accountability, CCM Consulting Group provided uninterrupted surge support during one of the most critical public health emergencies in modern history.

Our ability to scale rapidly, maintain quality, and retain talent under pressure reinforced our commitment to service excellence — even in the most demanding environments.