USAA: Enterprise Strategic Assessment & Road Map Recommendations for Member Banking, Investments, P & C and Life Insurance, Investments, and Retention Services.

Several return engagements for follow-up on the Road Map Recommendations Performance Status and Centers of Excellence Implementation.

Call Center Expertise

We help you maximize service delivery, increase efficiency, and reduce costs through comprehensive customer contact strategies and project management. Our expertise involves the development of a comprehensive analysis and strategy, including quantifying the advantages, risks, opportunities, and costs as well as project management for a number of call center initiatives, including:

	Web-enabled/Internet Call/Contact Center Design
	Customer Relationship Management (CRM) Opportunities
	Business Process Reengineering/Redesign (BPR)
	Call Center Management Systems
	Performance Improvement Initiatives
	Customer Self-service: IVR & Web-based Applications
	Call Center Start-up/Expansion and/or Outsourcing
	Call Center Technology Solutions Purchase/Upgrade & Automation
	Consolidations: Multi-site & Physical/Virtual

Benefits & Results

Let the call center experts from KRAMER & ASSOCIATES help you by developing a comprehensive strategy and managing your call center project or initiative. Our proprietary "Systems of Alignment™" methodology is conducted on-site with your staff. This ensures buy-in, transfer of knowledge, and project cost efficiencies.

Deliverables & Project Steps

Examples of deliverables and the project steps required to develop a comprehensive strategy and manage the project are shown below:

	Define the situation-the situational analysis.
	Research and analyze relevant industry and contact trends and forecasts.
	Analyze and assess the call/contact center technology.
	Conduct related industry and call/contact center benchmarking.
	Analyze and assess the impact of the project on the current customer base.
	Identify, analyze, and assess the opportunities, risks, and critical success factors.
	Define the operational costs and savings opportunities.
	Define the benefits, ROI's, and paybacks.
	Recommend the investments, options, and action steps.
	Manage and coordinate the project.

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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