Call Center Strategy Consulting Methodology

Best Practices & Benchmarking Gap Analyses


Checklist of information and data elements are provided to help clients  prepare for the engagement.   

Data Gathering & Call Center Observations


Data gather onsite  provides insight  into call center operations and procedures as well as opportunities for performance improvement.    

Side-by-Side Observations with Agents


Side-by-side observations of agent handling calls and contacts provides insight into the  customer experience as well as  process improvement opportunities. 

Stakeholder Interviews & Roundtables


Interviews are conducted with key stakeholders provides an opportunity to understand the client's culture and expectations for improvement.   

Sharing Thought Leadership & Best Practices


Throughout the engagement, we share  "Thought Leadership"  and "Best Practices"  with the project team and senior leadership. 

No Surprises Updates with Results


Our "No Surprises" approach includes regular update reviews.  This approach ensures that the project is on time and on budget and that the results envisioned with be achieved. 

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Kramer & Associates Call Center Consultants

20801 Biscayne Blvd, Miami, FL 33180, US