To learn more about how these consulting services can help you, just click on any part of the desired subject paragraph below and the link will take you to the site page expanding the offering with more explanation.

To explore how our service offerings fit your needs, please call us at 513-792-5700 or contact us at eservice@kramerandassociates.com.

• Benchmarking, Audits, & Assessments 
  Call and Multi-Channel Contact Center Benchmarking & Metrics for Organizational Efficiency & Effectiveness measures, Customer Survey Analysis, Staffing & Workforce Planning & Management, Operational Costs, HR training, & Self Service Technology usage, Organizational Design, Compensation, Best Practices, Gap Analyses, Strategic Goal Alignment, & Recommendations.

• Multi-Channel Call Center/eBusiness Assessment, Strategies & Design 
  Comprehensive eBusiness Multi-Channel Strategic Design & Self-Service Technology Processes & Methodologies to Integrate eCommerce into Traditional Voice Call Centers developing strategies and tactical steps for the evolution. Analytics & Contact Projections and forecasting.

• Customer Relationship Management (CRM) Requirements 
  Customer Contact & Business Requirements Definition and Documentation, Unbiased Vendor Selection, Vendor RFI/RFQ Management, Customer Segmentation, Customer Contact Process Documentation & Analytics Dashboard Recommendations and Business Requirements Mapping. Customer Segmentation First Call Resolution strategies and methodologies.

• Technology Assessment & Solutions 
  Vendor-Neutral Technology Assessments & Cost Sensitive Recommendations. Including ACD/PBX, IVR, Workforce Management Software, CTI, eBusiness/ACD Blended Multi-channel Technology, Voice & Data Monitoring, Outbound Automated Dialing; Vendor Selection Criteria, Technology Requirements Development & Documentation, Vendor RFI's/RFQ's Management, Business Case Development, and Cost-Benefit Analyses. Hosted, outsourced, and/or in-house management evaluation. Disaster Recovery strategies.

• Call Center Consolidation 
  Project Planning for Consolidated Sites & Queues, Standardized Best Practices for Business Processes, Labor & Technology Savings Analyses & Modeling, Business Plan Development, ROI's,  & Implementation, Development of Consolidated Performance Systems. Union or Non-Union environments. Detail Project Management steps for HR, Technology, Consolidated processes, Technology design, Workforce determination, pilot testing, Skill Based Routing, Blended Environments, and Reporting.

• Call and Multi-Channel Contact Center Management Systems Design
  Infrastructure & Organization Design, Job Descriptions & Analyses,  Performance Management Assessment and Systems Analysis, Compensation Programs, & Development of Operational Policies.Call Center Management Performance analysis and Reporting Systems design.

• Business Process Reengineering (BPR)  
  Workflow & Process Documentation & End-to-End or Contact Mapping. Efficiency & Effectiveness Analyses and Redesign Recommendations, Process & Transactional Workflow Redesign & Reengineering. Process Mapping is an integral part of the Systems of Alignment™ Approach.

• Customer Service Training & Program Development 
  Customer Service Training, Development of Customized In-house Agent Training based on Contact Process Contact Mapping of existing and our recommended redesigned process handling. Not a stand alone process. Process Mapping is an integral part of the Systems of Alignment™ Approach and the Training Program and Quality Development.

• Quality Assurance Program Development  
  QA Policies & Procedures, Agent Monitoring Program Development, Quality Customer Contact Standards & Training, Certification & Calibration, Monitoring Voice & Data Technology recommendations. Quality monitoring is an integral part of the Systems of Alignment™ Approach.

• Workforce Optimization
  Optimum Workforce Analyses, Staff Forecasting, Scheduling and Intraday Management guidance for effectiveness and efficiency. Including product and marketing inputs, Optimum Scheduling, Skill Assessments,  Best Services Call Routing Analyses, Skills-Based Routing Analyses, Effectiveness Evaluation of Current Applications; Workforce Scheduling, Planning, & Forecasting, and Linked Training and QA  Recommendations. Impartial selection and applications evaluation, RFI/RFP Development, vendor qualification, and guided implementation.

• IVR Design, Scripting, & Analyses
  Application design, Guidance for increased utilization, Customer Utilization Analyses, Event or Use Analysis for improved utilization, Industry Benchmarks, Scripting & Menu Design, & Testing.

• Call/Contact Center Start-up/Outsourcing/Disaster Recovery Strategies
  Call Center Start-up Strategies, Strategic Business Program Development & Implementation, Outsourcing Analyses. Operational procedures for service continuance.

We have expertise in the following industry sectors:

• Auto Insurance
• Banking, Brokerage and Investment firms
• Chemical
• Communications & Wireless
• Consumer Goods & Services
• Credit Card
• Distribution Management
• Electronic, Software, and Hardware Technology
• Electric & Gas Utilities
• Energy & Energy Distribution & Delivery Services
• Financial Services
• Government Contracting
• Government Medicaid & Medicare 
• HealthCare & Human Health Services
• High Tech Equipment, Application and Service Providers
• Manufacturing Operations
• Medical Products
• Mortgage & Home Finance 
• Outsourcers Service Firm Evaluation & Selection
• Pharmaceuticals
• Property & Casualty, Life and GA Insurance Support
• Retail
• Tourism & Leisure
• Specialty Software

To learn more about our clients, click on Clients.

We welcome the opportunity to discuss your needs in complete confidence.    

To learn how we can help you, call us at 513-792-5700 or contact us at eservice@kramerandassociates.com.

We look forward to hearing from you!

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