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McIntosh & Associates consultants deliver practical call center solutions focused on improving operational efficiency and customer satisfaction. We have developed a proprietary framework of more than 90 contact center best practices that is used to assess a client’s current operations. We conduct call center audits, document gaps in performance, define the client’s optimal environment, and provide actionable recommendations that will close the gap and allow the client to optimize their call center operations.
Examples of operational solutions include:
▪ Average Handle Time (AHT) reduction projects
▪ Customer satisfaction improvement initiatives
▪ Call flow or workflow redesign projects
▪ Scripting design and implementation for both live agent and IVR solutions
▪ Web self-service analysis and recommendations for improvement
▪ Quality assurance process design
▪ Quality assurance and automated monitoring platform implementations
▪ Scheduling and staffing solutions design, including workload forecasting
▪ Technology selection and implementation
▪ Training design and delivery
▪ Skill set definition for skill set routing
▪ Virtual call center management
Additionally, McIntosh works with clients to evaluate their sourcing options, assist in supplier selection, and participate in implementations when outsourcing becomes a necessary strategy for cost reduction.
Select any of the topics below to learn more about our solutions:
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