Strategic Call Center Assessment Consulting
Strategic Assessments & Benchmarking
Kramer & Associates’ strategic 10-point assessment service offering focuses on a comprehensive, end-to-end assessment of your current customer experience strategy. This includes benchmarking and a gap analysis of current performance results against benchmark metrics and best practices.
Our approach involves 3 phases 1) Discovery & Data Gathering; 2) Analyses & Assessment; and 3) Recommendations & Transition Roadmap.
Our comprehensive methodology involves 10 key areas:
- Customer Strategy.
- Benchmarking & Gap Analysis.
- Business Processes & Workflows.
- Technology & Reporting.
- Staffing Optimization.
- Training Review.
- Quality Review.
- Employee Engagement.
- Organization Alignment.
- Final Report & Transition Roadmap.
In a “Collaborative Partnership”, together we develop a fact-based analysis as well as a recommended roadmap with action steps and timelines designed to achieve the agreed-to goals.
This process is used to identify opportunities to:
- Improve the Customer Experience/Retention & CSAT.
- Increase Operating Efficiencies.
- Reduce Operating Costs.
- Optimize Resource Utilization.
- Enhance Sales Revenues.
- Improve KPI Performance.
To learn more, we invite you to call 1-800-281-1400 or email us at email@example.com.