< Impact < Blog

Founded as a market research company more than 35 years ago, THG is highly regarded for its qualitative and quantitative research expertise and attention to clients’ needs. Over the past seven years, THG has also offered clients complete call center and help desk services including planning, staffing, and employee training, as well as call infrastructure development and deployment.  In 2022, several of the THG-operated help desks moved to seven-day-a-week coverage, and in 2023, several are expected to become 24/7 operations. 

THG’s partnership with Acumen LLC, which began in 2016, provides an impressive menu of help desk services to users of various government web portals across the country. This February, the successful partnership is set to expand when THG will double its help desk coverage hours. Following this successful collaboration, in 2019 THG added a second help desk within this partnership providing tier-one services for the CMS Quality Reporting Program (QRP). This help desk assists providers and vendors in answering questions, troubleshooting problems, and requesting guidance and support. “THG plays a key role in the success of Acumen’s help desk operations,” said  Vasudha Narayanan, Senior Policy Advisor at Acumen.  

The THG team’s flexibility allows them to adapt to short-term ad-hoc work as well. At the height of the pandemic, THG assumed a leadership role with the Wyoming Department of Health and within a few short weeks, met the department’s urgent need to develop and implement a contact tracing infrastructure. Responsiveness to clients’ needs, responsibility, and turnaround time are pillars that THG stands by. “Our team is more than capable of rapidly deploying and scaling call volumes for our clients,” said Wade Linker, IT Director at THG.   

This year, THG looks forward to working with IT solution giant Service Now to expand its call center and help desk capabilities and bring increased solutions and support to clients throughout the USA.