Kroy is a subsidiary of PUBCO, a manufacturing company based in Cleveland, Ohio. RNR Consulting was engaged to perform a complete call center analysis for the external and internal markets for Kroy, and to recommend ways through which Kroy could improve their call center effectiveness and efficiencies. The objective was to minimize end-user involvement, and to provide objective observations concerning performance, perception, and progress. Unified project management methodologies were employed to achieve the best possible results for Kroy.

Based upon the project scope, RNR Consulting conducted detailed analyses of the current state of the organization, from the perspective of “people, process, and technology.” We looked at the strengths and weaknesses of the organization from each of these three points of view, and we conducted process mapping between systems to identify the gaps and redundancies in the processes.

We used the “capability maturity model” as a benchmark to identify and implement tangible performance metrics for the call center. This model lays out the basic principles to develop and implement software and compared it to Kroy’s processes as an academic method for our evaluative assessment of the organization.

We conducted best practices analyses to identify the functions of a world class call center and current call center trends. The functions identified were then used to compare and diagnose the current state of the call center at Kroy. Our recommendations were based upon our analysis of the Kroy call center, the industry best practices we identified, and the gaps between them.

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