"Kramer & Associates...bridged the gap (Charles Schwab Electronic Brokerage) from the strategic to the tactical.  There are not many companies...who can do the job they did and perform at a level that more than exceeded our expectations."

Call Center Expertise

We help you increase the operational effectiveness of your call center by developing and/or refining your call center management systems for phone and Web-enabled/Internet customer contact. Our expertise includes a comprehensive review of your call center's current management systems, consisting of organization, operating processes, customer access, quality and productivity performance standards and metrics, and benchmarked "best practices," as well as an evaluation of the "gaps" and the development and/or refinement of the management programs to address those gaps.

Benefits & Results

Let the call center experts from Kramer & Associates help you enhance customer satisfaction and improve operating efficiencies of your call center by developing and/or refining your call center management systems. Our proprietary "Systems of Alignment™" process is conducted on-site with your staff. This ensures buy-in, transfer of knowledge for on-going program improvement, and project cost efficiencies.

Deliverables & Project Steps

Examples of deliverables and the project steps required to develop and/or refine the call center management systems are shown below:

	Review the goals and strategic mission of the call/contact center.
	Review current call center management systems and performance metrics against "best practices" benchmarks.
	Develop and/or refine current call center organization structure, job descriptions and duty alignment, reporting hierarchy, and span of control.
	Review quality requirements and results and develop/refine program.
	Develop/refine productivity metrics and performance requirements.
	Develop and/or refine current operating processes, including 24x7 access and service continuance programs.
	Design/refine recruiting and pre-employment selection programs, including proficiency and experience requirements, competency-based interviewing, and skill-based assessments and testing.
	Develop/refine compensation programs, including base pay, analysis and recommendations, competitive analyses, skill-based pay, incentive programs, related performance metrics, payout models, ROI's, funding approaches, and piloting the pay program.
	Develop/refine career progression programs and performance requirements.
	Develop Dashboard reporting strategies, reports and technology.

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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