What Our Clients
Say About Us

 

 

 

 

 

“Kramer & Associates
did two projects for us
and both were very successful. 
The system is totally integrated and uniform
from the hiring and
selection through monetary incentives.
The projects involved
a Single Point of Entry
(SPOE) strategy
 that became

the backbone
for the global call center
model for the
IBM Company.  
They gave us the tools
and great deliverables…
they more than met
our expectations.”

 

 

Quality Management (QM)

 

Our quality management service offering focuses on designing, developing, and/or refining governance policies, processes, programs and vendor-neutral technology assessment and selection to significantly improve the customer experience.

 

Our services and expertise include:

•  Conducting an analysis of the current customer experience, including multi-channel customer access. 
 

•  Developing and/or refining:

•     QM governance policies, procedures, and standards.

•     Evaluation and calibration processes.

•     Multi-channel customer surveys.

•  Developing the quality management training program for agents, coaches, supervisors, and managers.

•  Defining CoE’s (Centers of Excellence), responsibilities, roles, job descriptions and staff ratios for QM staff.

•  Defining opportunities for:

•     Improving the customer experience.

•     Increasing customer retention and reducing churn.

•     Revenue growth.

•     Enhancing FCR (First Contact Resolution).

•     Increasing operational efficiencies with reduced costs.  

•      Improving back office efficiencies.

•  Developing the business requirements and ROI’s for QM technologies and interaction analytics with a vendor-neutral approach for:

•     Synchronized voice-screen capture technology.

•     Interaction & Speech Analytics.

•     Performance management analytics and dashboards.

•     Integrated customer survey functionality. 

•    Workforce optimization (WFO) applications with integrated workforce management and QM functionality.

 

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

 

 

                           Copyright Q1  2012 by Kramer & Associates