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Most organizations understand and optimize on some elements of the productivity equation. In many cases their productivity limitations are driven by a lack of cross-industry, cross-functional, and cross-platform experience. The inclination is to use the tools as designed; processes are driven by technology rather than leveraging the technology.
McIntosh & Associates guarantees a 5% or better productivity improvement on any engagement we accept. Since improved productivity means accomplishing more work with fewer resources, you will see a direct reduction in operating costs.
How can we offer this guarantee? It's simple. Our consultants bring broad cross-industry experience in both call center management and consulting to each engagement. We leverage this substantial knowledge base and our best practices framework to ensure that all resources—people, process, and technology—are optimized.
Our Solutions:
We generate highly customized and client-specific solutions through a structured methodology. We take the time to understand your business and your customers, ensuring that while costs are reduced, customer satisfaction remains unchanged or even improved. We do this by:
▪ Monitoring thousands of customer interactions with live agents and automated systems to
understand the customers’ behaviors and the impact on workflow dynamics.
▪ Evaluating tool utilization through recorded and live agent/customer interactions.
▪ Assessing the effectiveness of forecasting and scheduling.
▪ Evaluating the effectiveness of call routing and skill set definitions
within a specific site or within a virtual, multi-site operation.
▪ Monitoring management practices to understand where slippage (unplanned lost time)
may be occurring.
We map the client’s operation against our best practices framework eliminating the need for expensive benchmarking and reducing the time required to deliver an optimal solution. |
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