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Call Center/Customer Contact
Consolidation “If I were starting a call
center from the ground up or considering combining/ closing centers, I would not hesitate
for a minute and tell you that Kramer & Associates would be the company to get me
there. They are absolutely 'the best'…They are the experts."
CIGNA
HealthCare
“Kramer & Associates has the formula to take
any Call Center to the next level with their expertise and ability to make it a business
reality. Their expertise was invaluable…they understand every aspect of
designing a world-class call center and translate that
knowledge into detailed action
plans. Kramer & Associates’ work ethic, professionalism, and commitment to
delivering for their
clients is unsurpassed.”
AVON Products
Consulting Services
We offer consulting services to define, plan, and implement
the consolidation of call centers and customer contact centers involving multiple sites,
regional offices, and/or queues, either physically or virtually. Our services and
expertise include:
- Developing the Business Case - Examples Include:
- Defining and/or refining the consolidated customer contact
service model;
- Identifying and analyzing the savings for staff and
technologies;
- Identifying change management issues and analyzing
business processes;
- Cost-benefit analyses and site options;
- Defining the pros and cons of consolidated vs. decentralized
customer contact operations;
- Disaster recovery considerations
- Detailed project planning, Project management and
coordination including designing and implementation:
- Staff requirements, technology, and systems/applications
requirements;
- Ramp-up schedules;
- Business Process Redesign;
- Standardize HR Practices;
- Standardize Quality Assurance Processes;
- Performance metrics;
- Disaster recovery plans;
- Testing & Piloting new processes and systems.
- The migration plan and secure customer model.
Our Approach Is Unique
- First, we understand the impact of a call center
consolidation customers, including the potential disruption when " regional"
agents may have offered "specialized" services and we are experienced in helping
you deal with the issue in the planning stage.
- Second, we understand the dynamics of business process
differences in a decentralized environment and we are experience in identifying regional
differences and redesigning for a consolidated application.
Third, we understand that the
consolidated environment requires more structure than the organization has had in the past
and we are experienced in designing and developing the required supporting systems.
Fourth, we understand the dynamics of
labor savings from several perspectives: agents, management, and support
staff.
We have the skills and expertise to help you with
everything from defining your consolidated customer care vision, identifying the pros and
cons of call center consolidation, building the business case, identifying technology
synergies and requirements, and identifying/redesigning consolidated business processes to
managing a full scale project implementation, including developing the support programs.
We use a comprehensive and thorough methodology, built on
your unique business requirements and we're on-site with your staff to guide the
process. This ensures buy-in, effective transfer of knowledge, and cost
efficiencies.
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.
For copies of our free articles and white papers on Call Center Consolidation or 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!
Copyright © 2006 by Kramer & Associates
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