"The professionals at Kramer & Associates were very thorough in evaluating our technology improvement and cost reduction plan. Their research of best practices in our marketplace was first rate, and their recommendations will greatly improve our competitive edge in our industry. The added benefit was a greater awareness of ABB Industrial Systems internal processes.”

Consulting Services

Our call/contact center audits and benchmarking consulting services are conducted onsite. They include detailed analyses, benchmarking, assessments, and best practices recommendations for performance improvement.    

Analyses can cover a wide range of call center or customer contact center operations, including business processes, performance metrics, reporting, management systems, infrastructure, organization, and technology applications.   

A "gap analysis" is conducted to define shortfalls between the "as is" environment and the "to be" vision, based on "best practices" and benchmarked competitor data.  Short- and long-term action steps are identified to close the gaps.  Included are recommendations for performance improvement, benefits, opportunities, ROI's, and cost-benefit analyses including the technologies and applications required to bridge the gap in sequentially noted Short- and long-term order.

Our Consulting Expertise 

Our expertise in the call/contact center auditing and benchmarking arena typically involves one or more of the following steps, including the analyses and evaluations outlined:

Step 1:    Define the strategic vision for customer care and assess the alignment of the organization to reach the vision. 

Step 2:    Conduct the analyses and assessments of the current call/contact center operation, including one or more of the following areas:

• Customer satisfaction metrics:
• Employee satisfaction metrics;
• Impact of current customer satisfaction levels on the organization;
• Current call/contact center performance metrics;
• Reviewing and assessing management reporting tools;
• Staffing levels against contact volumes;
• Workforce Management;
• Customer contact access, handling, and routing;
• Customer contact and business process workflows;
• Customer self-service utilization;
• Agent desktop/workstation;
• Current Quality Assurance program;
• Current agent training & hiring program;
• Call/contact center costs;
• Organization structure and design;
• Management Performance;
• Disaster Recovery and Asset Management program;
• Assess the current technology functionality and adequacy, including 
  requirements for the future:

• ACD/PBX/VRU
• Current telecommunications infrastructure
• IVR (Interactive Voice Response) 
• CTI (Computer Telephony Integration)
• Outbound Preview/Predictive Dialers
• Web Interaction Tools & Suites/ERMS (Email 
  Response Management Systems)
• Workforce Management Systems
• Voice or Voice/Data Monitoring Technology
• CRM (Customer Relationship Management).

Step 3:        Benchmark "Best Practices" against like centers - an example of some of the categories of metrics covered are shown Example below:

Step 4:       Conduct the "Gap Analyses" - Define the gaps and evaluate the business requirements against current performance and compare to benchmark data.

Step 5:       Develop the Report & Recommendations - Develop the recommendations, action costs, paybacks, and ROI's.

Step 6:       Present Analyses & Recommended Short- and Long-Term Action Plan. 

How is Our Approach Unique?

Our approach is unique because we focus on the total "call center."  This is a "holistic" approach considers customers, agents in the center, the enabling technology, and the business processes involved.  This is our Systems of Alignment™ methodology.  

The benefits of this methodology are:

• First, we focus the call/contact center processes from the customer perspective - how easily customers can access your center and transact business with your company.  

• Second, we understand the importance of defining the business requirements as a starting point.

• Third, we understand the importance of good tools and processes to make agents as effective and efficient as possible - our focus is on solutions that improve the agent's ability to efficiently serve the customer.

• Fourth, we understand the importance of the role of benchmarking in conducting a gap analyses and identifying "best practices" for short and long-term recommendations.

• Fifth, we understand how important the internal infrastructure to effective adoption of any recommendations made.  We work with your organization to develop plans that can be phased in 
  to the organization and absorbed over time.  

• Finally, we understand the importance of being independent and vendor-neutral so that recommendations can be made in the client's best interest, without being influenced by vendor relationships or commissions.  

We Welcome the Opportunity to Talk with You

We welcome the opportunity to discuss your needs in complete confidence.    

For more information about our other consulting offerings, click on Services & Expertise.

To learn how we can help you, call for a complimentary consultation at 513-792-5700 or contact us at eservice@kramerandassociates.com.

We look forward to hearing from you!

 

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