We work with clients to enhance customer loyalty through cost-effective, customer focused call operations. For live agent call center operations, there are three delivery models that may be leveraged or blended to enable differentiated service.

• Dedicated, brick and mortar (BAM) call center operations owned and operated by the client organization with a limited geographic footprint.
• Outsourced services whether locations are onshore, near-shore, or off-shore.
• Remote/home agent operations for internally owned/managed or outsourced operations eliminating geography constraints.

Hybrid versions of the three delivery options include:

• Client owned/managed call center sites supplemented by outsourced operations (staffing may be site based or home based). Outsourced operations may support in-country customers or may be a labor arbitrage play.
• Vendors may be integrated into the client’s telephony and CRM platforms with call routing and reporting simplified. Results are reported as a single operation with multiple sites/agents.
• Vendors may operate on a standalone basis with their own telephony platform. Client organizations must then download daily performance data for report generation. Generally the CRM platform is provided by the client.
• Client owned call center sites supplemented with client home agent resources.
• Home agents provide scheduling flexibility with shift durations of one hour or less an option for operations with high intra-day workload volatility.
• Home agents may be within a limited geographic footprint located near an existing BAM site or may have no geographic limitations. Eventually, the elimination of geographic boundaries will enable access to a more diverse and skilled workforce and may enable off-peak coverage as global resources are leveraged via the home agent model.

In order to execute and deliver superior, differentiated services, firms must understand the nature of the workload, the level of interaction complexity, peak and non-peak arrival patterns, contact lengths by channel and request type, the tools required to enable support, and the agent skills required for solid execution. Based on a robust understanding of workload requirements, firms can decide whether to outsource or to retain workload internally.

As a guideline, firms generally retain more complex workload for internal resources to handle with simpler, less complex workload outsourced or automated. When leveraging outsourced services, client organizations must build a vendor management organization capable of managing vendor performance and driving performance parity with internal operations. Many firms fail to realize the investment in time and resources required to properly manage a vendor environment and thus underestimate the total cost of outsourcing.

McIntosh helps clients evaluate their current operations, model alternative scenarios, and select and implement vendor or home agent operations as appropriate to meet the client’s needs.

We believe that every client situation is unique, there is no one delivery model that fits all. McIntosh can evaluate the workload complexity, the skills required to deliver differentiated service, and define the financial impact of sourcing options. Our operational strategy design is based upon solid data and an understanding of the benefits and risks of the available options.

On behalf of the automotive industry, McIntosh consultants have implemented and managed Baldrige award winning support centers, credit card redemption centers, and spare-parts logistics call centers.

Our experience in the automotive industry includes:

• Call centers supporting new customer-focused technologies such as onboard concierge services.
• New site implementations.
• Sourcing analysis.
• Operational assessments.
• Workforce management/intra-day management audits.
• Human resource/recruiting assessments.

McIntosh’s experience in the manufacturing sector includes new product introductions, the use of automation to promote efficiency, and the design of operational support systems that ensure workforce optimization.

We understand the challenges of working with supplier and retail networks and have developed operational solutions that address the complex needs of the manufacturing environment.