Lewisville Self-service optimization diverting or deflecting calls normally handled by the live agent environment to well designed web, mobile and automated voice applications with self-service becoming the preferred channel of choice for many customers. Metrics must be smart–specific, measureable, actionable, relevant, and timely. McIntosh has managed over a dozen workforce optimization engagements delivering savings and improved service level performance to firms in the telecommunications, media, and broadband market segments. Should reps receive additional training? Organizations focused on superior execution post daily results for all levels of the organization. Apply on company website Save. Metrics measure performance relative to customer loyalty (voice of the customer, VOC)), business objectives (voice of the business, VOB), and employee engagement (voice of the employee, VOE). Browse through our White Papers on various industry topics. While all operations are subject to unexpected volatility driven by weather, unanticipated marketing promotions or system outages to name a few, we measure effectiveness by the alignment of schedules and workload. Dynamic Consulting Group Inc. is a premier provider of best in operations consulting for small to midsize companies across North America. Reductions in staff for low volume periods are achieved through advance and current day offers of voluntary time off (VTO) with unexpected increases in volumes handled through extended part-time hours, leveraging of home agents or outsource partners for spikes, or in a worst case scenario, overtime for existing staff. Call centers experience real time volatility in volumes and staffing levels driven by technology hiccups, media driven frenzies, marketing promotions, bad weather, and other factors beyond management’s control. Performance is optimized when decisions are made, action taken, and results monitored to ensure the course is corrected and performance is sustained at a higher level. Why measure average speed of answer (ASA), average delay in queue (ADQ), service level as measured by the percentage of calls answered within a specific time threshold (SVL), percent abandoned (ABN) when all three measure the same thing (how quickly we answer calls) or the impact of not answering calls (abandon rate). Search Operations optimization leader jobs in Atlanta, GA with company ratings & salaries. We work with each client to make sure each assignment is tailored to fit exactly with the specific business objectives, needs and constraints. Asset Management & Maintenance Optimization Asset management is about intelligent maintenance, based on IT systems, databases and network connectivity. Through our unique approach, our clients have experienced extraordinary gains … We’re infinitely curious and always want to make things a little better or invent something that doesn't currently exist. Performance optimization does not occur because of a single interaction but rather because of sustained management focus, training, and attention to the root causes of performance gaps. . Contact us for Drupal and WordPress Performance Optimization and Tuning Consulting. technology that standardizes business process Labor savings of up to 20% may be realized. In Depth Articles. Performance reporting must be accurate. About Our Business Optimization Business Operations Assessment. What makes our solutions unique are the proven business process improvement methodology, … McIntosh has managed over a dozen workforce optimization engagements delivering savings and improved service level performance to firms in the telecommunications, media, and broadband market segments. Unless the client has requested a specific focus, the following operational areas are reviewed during the assessment: McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. Average handled time (AHT) is an efficiency metric and thus impacts labor costs but it is also strongly correlated to the customer experience. You need to get things done. Data for data’s sake is worthless. Call centers experience real time volatility in volumes and staffing levels driven by technology hiccups, media driven frenzies, marketing promotions, bad weather, and other factors beyond management’s control. So, when you ask us what our differentiator is, that’s easy: Cars were invented to increase individual. Metrics and Performance Optimization United States Patent Application 20080306796 . Evaluating strategic, tactical, delivery, and infrastructure elements. Copyright © 2021 McIntosh assesses the effectiveness of each of the core workforce processes, identifying tools and tactics to improve workforce optimization. The assessment framework leveraged by McIntosh team, defines the data to be collected, the content of interviews and focus forums conducted onsite, the process/system documentation to be reviewed, and the processes to be audited. And if something’s broken in your process, you bet your BPA-free water bottle we’ll find it and bring the right team to the table to fix it. Human resource processes including recruitment, screening, selection criteria, professional development training, appraisal process, grievance process, employee job classifications, compensation, etc. Redesign of planning and staffing processes to more effectively allocate workload and improve resource utilization resulting in productivity gains of 5% to 20%. When everything is measured and everything is important, nothing is important. The system includes a platform at a remote provider for accepting and storing data from … As we collect and analyze operational data, catalog interaction details, observe support processes, and document customer feedback, actionable insights are generated. In survey after survey correlated to actual call handling results, shorter calls rather than longer calls result in higher customer satisfaction and loyalty scores as measured by NPS (net promoter scores). Practice Areas. Clients realize a return on their consulting investment in six months or less depending upon their ability to implement quickly. Get on the Path to Value-Driven Business Operations DevOps basically is a strategic framework for transforming both development and operations into something new and not yet completely defined. Voice Of The Customer And also to clean for us. Operational Optimization Experience: We always put humans first, because that's why technology exists: to reduce friction in our lives. Malt Sourcing for Brewers . Workforce Optimization Metrics overlap. Operations Consulting. Workforce scheduling aligned with forecasted workload distribution patterns, The 1,000-plus operations consultants who make up our global network have a long track record of partnering closely with clients to help unlock new value from every aspect of their operations. Read MoreWorkforce Optimization Hyderabad, India Tools and technology (WFM, recording, KMS, CBT, HR screening, call routing, reporting, etc.) Consulting Insight: Assessment of potential sites for call center operations focused on labor market affordability and sustainability and alignment between market skills and our clients’ staffing profiles. Redesign of scorecards and operational reports to provide real-time and historical visibility into performance results and provide the underlying data to enable root cause analysis. data accuracy – dramatically reduces Overview. Daily reporting is required for most metrics with month-to-date and year-to-date performance available as well. More. Our framework ensures a comprehensive operational review and actionable recommendations. For all clients seeking to fundamentally and sustainably improve their operations, including managing operational costs and achieving topline revenue growth, we provide deep functional expertise across multiple industries. ITIL and PMI certified project managers and experienced operations staff, at your service. McIntosh has successfully leveraged its expertise to refine and streamline operational processes, deploy metrics and measurement systems, and improve tool utilization. Testimonials. Performance optimization does not occur because of a single interaction but rather because of sustained management focus, training, and attention to the root causes of performance gaps. Unless the client has requested a specific focus, the following operational areas are reviewed during the assessment: Voice of the Customer, Voice of the Business, Voice of the Employee. We customize our approach to evaluating labor markets and the skill sets required to each client. Independent malting facility audits and improvement plans. Watch our explainer video to see how we solved a common challenge: keeping distribution groups and security groups up to date. Redesign of scorecards and operational reports to provide real-time and historical visibility into performance results and provide the underlying data to enable root cause analysis. Self-service optimization diverting or deflecting calls normally handled by the live agent environment to well designed web, mobile and automated voice applications with self-service becoming the preferred channel of choice for many customers. Metric redundancy is inefficient. When it comes to our clients, we use strategic thinking to determine the root cause of impeding performance and project practices. The teams leveraged our access to Veteran talent and our Launch India wholly-owned subsidiary.. Should a rep be disciplined for a will based performance gap? Metric redundancy is inefficient. Tools & Technology Because call centers can measure so many things, we tend to do so. Let us meet your … Labor savings of up to 20% may be realized. Assess your reinsurance infrastructure, processes, workflows, and controls; Outline and quantify potential risks in your operations; Provide remediation strategies to addresses your operational inefficiencies; Provide resources to execute your strategic improvement plan We can assist your malting company optimize performance by conducting an independent audit of your facility(s) and management systems and then delivering a detailed and prioritized action and improvement plan. Apr 18, 2017 - Since its inception in 1990, ILG (International Logistics Group Ltd) has become a market leader in fulfilment and courier services. Average handle time (AHT) reduction of 5% to 25% with initiatives focused on reducing customer interaction time while improving the customer experience by identifying and eliminating or minimizing AHT drivers. Organizations that value execution take a structured approach to defining executive level objectives and then translating those objectives into metrics for all levels of the organizations. Sourcing With the increased demand on healthcare plans to provide exceptional service at reduced costs, making sure the operations side of the house is running as efficiently as possible is of paramount importance. Gain Efficiencies in the Operations of a Health Plan. It focuses on end-to-end marketing optimization— from planning and budgeting to execution and analysis. Are all aspects of your business operations contributing to your success? There is not single best practice, all the metrics listed are valid, but select one, not multiple metrics for the same result. Metric clutter destroys focus. Accelerate Performance & Optimize Project Delivery. workflows, automates invoicing, and increases 75057. Failure to effectively measure performance for any of these three core areas will result in an unbalanced approach and a failure to deliver optimal results. Microsoft needed a team to coordinate the communication, escalation, and resolution of eDesk and Major incidents for both internal and public services, around the globe, 24x7x365. We create effective targets when we reduce and clarify focus, identifying the most important performance elements. Portfolio-wide FM operations & maintenance staffing and budget estimating, benchmarking, CMMS consulting, process review, and organizational review services. Should a rep be disciplined for a will based performance gap? We focus on effective planning and staffing driven by accurate forecasts and the deployment of flexible workload management processes that support planned workload volumes and provide elasticity and the flexibility to manage unplanned, excessive volumes. technology that standardizes business process workflows, automates invoicing, and increases data accuracy – dramatically reduces operational expense and increases profitability. McIntosh & Associates , We emulate the end user and client at the same time to build a solution that works for everyone. However, highly effective organizations prepare for all contingencies and have the ability to inject staffing flexibility into their operations. If the forecast is inaccurate, too few or too many resources will be scheduled resulting in poor service levels or low utilization. BCG’s Operations Centers, located around the world, help companies transform operations to become leaner, move faster, and supercharge operational efficiency. Metric clutter destroys focus. Any individual or group scorecard should reflect the performance of individuals or teams below them and above them. Here are a few guiding principles for defining metrics and optimizing performance results: We partner with our clients to deliver customized solutions that are pragmatic, cost-effective, and that address all elements impacting operations from site selection to staffing and scheduling through operational delivery and performance management.