Customer service Call Contact Center consolidation

What Our Clients
Say About Us

“Kramer & Associates helped us consolidate our customer service centers into a national call center. Their involvement included contact center
design and best practices, which has been instrumental in our success.

This enabled us to improve first call resolution and enhance our performance, helping us create the system that has become the model for our customer contact
centers globally.

In short, 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."

Consolidation & Centralization

Our call/contact center consolidation service offering focuses on consolidating and/or centralizing multiple sites, queues or offices either physically or virtually. The purpose of this effort is two-fold: to improve the customer experience and realize cost efficiencies.

The customer experience can be enhanced in two ways. First, by improving service levels without increasing staff through economies of scale. Second, consistency in service delivery can be increased by standardizing service policies.

Cost efficiencies can be achieved through economies of scale that increase the utilization of staffing, management, support, technology, and facilities.

Our services and expertise include:

• Gathering and analyzing data from each center using a proprietary data template.

• Analyzing the business process and/or contact types for synergies and differences among centers.

• Leveraging and calculating cost savings for:

• Consolidated agent staffing using Erlang C.

• The technology platform and infrastructure.

• Management and specialized support staff such as workforce management. quality, and training.

• Defining common customer data and information requirements, platforms and support staff.

• Developing the business case with cost-benefit-risk analyses, and ROI’s (Return on Investments).

• Designing organizational alignment and implementation strategies.

• Re-designing consistent, standardized processes and workflows.

We invite you to contact us. Call 1-800-281-1400 or email us at eservice@kramerandassociates.com.