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 eservice@kramerandassociates.com.