Call Center Services

We help you plan and manage all facets of starting up or outsourcing your call center or Disaster for Business service continuance   Our expertise includes detailed strategic planning, developing the business case as well as hands-on project management and implementation, including defining the right technology architecture at the right time, forecasting staffing requirements, and developing quality and human resource programs. We have the expertise to develop correlation models that link sales and transactions to customer contact frequency. 

These models are then used to drive staffing and related transaction projections for the start-up center.  This analysis is typically required as part of the due diligence for either an in-house or outsourcing start-up decision. 

Benefits & Results

We can help you build or outsource a call/contact center that enables you to deliver cost-effective quality customer service-on time and on budget. Our proprietary "Systems of Alignment™" process, which is conducted in conjunction with your staff, ensures buy-in and transfer of our extensive call center management know-how and expertise.

Deliverables & Project Steps

Examples of deliverables and the project steps required to design and start-up and/or expand a call/contact center are shown below:

	Define the Enterprise Vision for Customer Contact: Now & Future
	Estimate & Project Call Volumes: Modeling & Scenarios
	Develop Estimated Staffing Projections & Forecasts (Erlang C)
	Analyze Cost Parameters & Service Level Options
	Evaluate In-house or Outsourcing Options, Including the Development of RFQ's, Pricing, and Costs/Benefits
	Define Detailed Start-up Strategies & Project Planning
	Design Customer Contact Processes, Scripts, & Protocols
	Define the Start-up Technology Architecture, Including Functionality, Features, & Scalability Requirements for ACD/PBX/eBusiness Portals, Interactive Voice Response Units (IVR's), Computer Telephony Integration (CTI), Web Interaction Tools & Suites, Workforce Management & Voice/Data/Electronic Monitoring Technology
	Develop CRM Applications & the Multi-channel Interface
	Define the Agent Workstation & Desktop Requirements
	Recommend the Telecommunications & Network Infrastructure
	Estimate Trunking Requirements (Erlang B)
	Coordinate Technology Vendor Selection & Implementation
	Develop Human Resource & Performance Management Programs for Recruitment, Selection, Training, QA, & Compensation
	Manage & Coordinate the Start-up/Outsourcing 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!

Copyright © 2006 by Kramer & Associates