Introduction

KRAMER & ASSOCIATES is a "boutique" management consultancy exclusively dedicated to providing proven and demonstrated results for our clients’ customer contact service delivery.  The company founders are industry experts who are actively involved in every client consulting engagement.

What Sets Kramer & Associates Apart – Our Philosophy

• First, we focus on the customer contact processes from the customer's perspective.  How easily customers can transact business with your company and how satisfied they are with your products and services.

• Second, we understand the importance of business processes to overall performance of the customer contact center.

• Third, we know the importance of good tools and proper training to both agent efficiency and effectiveness.

• Fourth, we understand how to integrate proven best practices to realize "performance optimization" opportunities.

• Fifth, we understand the importance of management, technology, and process infrastructure for effective performance improvement. We work with your organization to identify not only the gaps, but more importantly, to develop realistic, workable plans to achieve your goals.

• And, we understand the importance of being independent and vendor-neutral so that recommendations are made with one goal in mind – the client's best interest, without being influenced by commissions or finder's fees from 3rd parties.

What Sets Kramer & Associates Apart – Our Consulting Approach: 5 Simple Steps

• We listen to our clients to understand your needs and requirements, without a pre-conceived idea as to the solution;
• We conduct the “discovery” in your environment;
• We assess and evaluate your data;
• Maximized Returns on Technology Investments
• We compare your operation to best practices for gaps; and,
• We develop vendor-neutral recommendations that include strategies, achievable action steps, proven solutions, and a step-by-step "roadmap" that ensures success. 

What Sets Kramer & Associates Apart – Our Consulting Methodology

We guarantee your satisfaction because we have the experience, call center industry knowledge and the expertise to make your project a success and achieve the results you need.      

• Our methodology is hands-on, utilizing seasoned call center experts.

• We typically perform the work on-site, enabling a more comprehensive and fast-paced approach to the project.  This allows us to optimize efficiency and ensure the integrity of the process while at the same time fostering increased access to actual customer contact, operating personnel and processes, data, and technology performance. This methodology facilitates an effective transfer of knowledge to on-site staff with the least disruption to the operation. 

• We partner with our clients, maintain an open mind, and a follow a flexible agenda.  This enables us to provide fresh perspectives while at the same time using time-honored analytical methods and disciplines to achieve the desired results, within budget and allocated timing.  This approach enables a thorough and comprehensive result, while providing the flexibility to respond to unforeseen events and discoveries.

• We provide ongoing assistance as long as necessary to ensure the effective transition of knowledge and expertise.  

• We operate on the premise of "No Surprises" – this means timely updates, honesty and integrity in our approach, and a collaborative working relationship with the project team. 

• We incorporate call center "best practices" which we have seen utilized effectively over the years to guide our insights and recommendations. 

We Get Results with Our Proven "Systems of Alignment™" Approach

Our "Systems of Alignment™" integration approach is a proven methodology that aligns and optimizes the key performance factors of people, process, and technology, which results in achieving the most cost effective delivery method for "once and done" service.  Our ability to achieve proven results for our client has earned us the reputation as the leader in the call center consulting field. 

Examples of our proven results include:

• Increased Customer Retention
• Improved 1^st Call Resolution for Once & Done Service
• Lowered Call Center Operating Costs
• Improved Quality & Productivity Performance
• Maximized Returns on Technology Investments
• Optimized Service Levels

Copyright © 2006 by Kramer & Associates