Call Center Consultants - Strategic Assessments

Our strategic assessment offering focuses on a comprehensive review of the strategy for the center, operations, performance results.   At the core of this process us data gathering, best practices, benchmarking, gap analyses, and an assessment.    

The result is a fact-based assessment report of the current operations  compared to best practice processes and benchmark metrics.  

Additionally, the report contains a cost-benefit analysis, road map of action steps, and time-line. 

Kramer & Associates is a call center consultancy and a contact center consultancy offering strategic call center assessments.  Call center/contact center consultants, experts in the field conduct our assessments.  

Our strategic call center and contact center assessment is a comprehensive evaluation of overall performance, covering analyses and evaluation of the following functions and processes: 

• Call center/contact best practice processes.
• Call center and contact center benchmark metrics.
• Voice of the Customer programs;
• Workforce optimization for call centers and contact centers.
• Omnichannel call center and contact center technology infrastructure; 
• Call center and contact  center process improvements.

The results of our strategic call center and contact center assessments is a report of  recommended action steps for improvement, including a cost-benefit analysis with a road map and timeline.  

A contact center expert conducts the assessment onsite, assisted by KAC staff and also presents the final report to the senior leadership team.  "Thought Leadership" and "Best Practices"  are provided to the project team throughout the engagement.   

This approach provides not only a unique value to our clients, but facilitates the most effective knowledge transfer as well.   

Our assessments are vendor neutral since we have no partnerships or business relationships with any other organizations.    

The following are the typical benefits of the Strategic Assessment:

• Improved customer experience and retention;
• Enhanced sales revenues;
• Increased operating efficiencies;
• Reduced operating costs.
• Optimized resource utilization.