McIntosh & Associates, a call center consulting firm, offers clients unparalleled expertise in the design, implementation and management of call center operations. We have developed a proprietary framework of more than 90 call center best practices that are used by our consultants to audit call center operations, identify performance gaps, and recommend pragmatic, actionable contact center solutions.
We understand the complexity of the contact center environment—that success is based on the critical integration of people, process, and technology to deliver a superior customer experience. Whether you are seeking to reduce costs through call center outsourcing, process re-engineering, or consolidation, we provide the leadership and insights essential for success. Our call center consultants bring both operations and consulting experience to each engagement and can help your organization develop the diverse skill sets required for successful call center management.
Regardless of your operational mandate—sales, service, or support—our contact center consultants can help you optimize operational efficiency, improve customer satisfaction, and generate additional profits. We have experience in all customer communication channels, including voice, email, chat, white mail correspondence, and retail interactions.
In addition to delivering customer focused consulting solutions, we also manage our Call Centers of Excellence networking forums for industry leaders. Click here to read more about Call Centers of Excellence.
Call Center Consulting Services:
▪ Customer Experience Strategy
Development
▪ Call Center Site Selection,
Call Center Design, and
Call Center Implementation
▪ Workforce Management
Planning and Staffing
▪ Training Development and Delivery
▪ Evaluation and Implementation
of Self-Service Channels
▪ Call Center Performance
Management and Scorecard
Development
▪ Average Handle Time (AHT)
Reduction
▪ Call Center Operational
Assessment
▪ Quality Assurance Monitoring
Process Development
▪ Call Center Outsourcing
Analysis and Implementation
▪ Offshore Call Center Analysis
and Implementation
▪ Customer Satisfaction Measurement
▪ Call Center RFP Management
▪ Call Center Benchmarking
▪ IVR and VRU Evaluation
▪ IVR and VRU Scripting Design
(Speech and DTMF) | |
Contact Center Expertise:
▪ Consumer Sales
▪ Business-to-Business Sales
▪ Customer Service
▪ Customer Care
▪ Customer Support
▪ Consumer Relations
▪ Technical Support
▪ Help Desk (Tier I and Tier II)
▪ Reservations
▪ Order Entry
▪ Customer Retention (Winback
or Saves)
▪ Product Support
▪ Customer Satisfaction Surveys
▪ Customer Relationship
Management
▪ Claims
▪ Collections |
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