Leaders in Call / Contact Center Consulting

Since 1988, Kramer & Associates has provided Strategic Analysis & Direction and a Tactical Business superiority in Assessment, Analysis, Design, Alignment, Efficiency & Effectiveness focus for developing and maintaining balance in  Customer Service Delivery. 

Our consulting experience provides practical, cost effective innovative change, insights and knowledge to help you organize and maintain an effective Optimal model for your business growth and flexibility. 

What sets Kramer & Associates apart?  What is our competitive advantage?

1. We have a unique ability to bridge the strategic with the tactical.
2. Our process is on-site and highly interactive resulting in three key benefits:
   1. Strategic best practices and how they apply to the client’s call/contact center is identified early on in the process.
   2. Your staff in intimately involved in the discovery process with the consulting team so as opportunities are identified, they are addressed immediately and you start to see results much quicker than with a traditional approach.
   3. The foundation for change is set in the discovery phase with on-site partner experts working hand-and-hand with your client staff. This begins to build the bridge from the strategic recommendations to tactical implementation. We guarantee no surprises, since we are there daily interacting with your staff, 24 x 7.

Our Consulting Services

We specialize in the following key customer contact consulting areas:

•      Strategic directional analysis and reviews of performance for multi-channel and traditional customer contact centers.  Our expertise includes developing the strategic and tactical roadmaps for performance improvement with suggested timelines, resources, and milestones to optimize people, process, and technology.  

•      Alignment of call center processes with corporate goals, resulting in improved customer retention, staff optimization, and cost efficiencies.   Our expertise includes the design, development, and implementation of organization structure, selection, compensation/reward systems, QA, staff utilization, training, and Policy.

•      Vendor-neutral technology assessment and selection.  Our expertise includes developing the business and functionality requirements, the business case, and ROI’s as well as vendor-neutral short-lists, RFP’s and criteria for evaluation and selection for traditional and multi-media contact center technology and CRM applications. 

•      CRM business requirements and selection.  Our expertise includes documenting the customer contact and backend fulfillment processes, functionality, and requirements as well developing ROI’s, RFP’s, vendor-neutral short lists and criteria for evaluation and selection.  

•      Contact center consolidation for multi-site and branch operation optimization.  Our expertise includes developing “as is” and the ”to be” business requirements, the business case, ROI’s, and potential scenarios as well as the migration strategy, planning, implementation, testing, and roll-out for both physical and virtual customer contact consolidation. 

•       Redesign of key call center end-to-end processes, including backend fulfillment.  Our expertise includes documenting the “as is” as well as the “to be” customer contact requirements and redesigning processes to improve first call resolution and increase efficiency.  This can be conducted as part of a CRM initiative or as a stand-alone project. 

Client Accomplishments & Testimonials

Our track record of proven results speaks for itself…examples of client accomplishments and testimonials are highlighted below.  For additional client listings, click on Clients.

Schwab & Co: "Kramer & Associates...bridged the gap 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."

IBM       "Kramer & Associates did two projects for us…that became the backbone for the global call center model introduced in the IBM Company. They gave us the tools and great deliverables...they more than met our expectations."

Cigna HealthCare   “If I were starting a call center from the ground up or considering combining/closing centers, I would not hesitate for a minute and tell you that Kramer & Associates would be the company to get me there.  They are absolutely 'the best'…They are the experts."

Bank of America   “The project involved telephony and systems architecture as well as best practices and detailed call scripts and maps. They brought the foundation for the call center, call handling, and training…they brought a business reality to the project.  They’re great.”

AVON Products     “Kramer & Associates has the formula to take any Call Center to the next level with their expertise and ability to make it a business reality.  Their expertise was invaluable…they understand every aspect of designing a world-class call center and translate that knowledge into detailed action plans.  Kramer & Associates’ work ethic, professionalism, and commitment to delivering for their clients is unsurpassed.”

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