McIntosh & Associates

Description

Separating sales rhetoric and hype from the reality of services of functionality offered is critical to success. Sales teams leverage relationships and emotional alignment. While they may appear to be well aligned with a client’s organization, the reality is that once the sales is made, they are moving to the next sales opportunity. It is important to understand the organization that will be delivering and to assess its capabilities and not judge a supplier based on expansion sales hype.

Founded in 1997, McIntosh & Associates is a call center consulting firm that offers its clients unparalleled expertise in the design, implementation and management of call center operations.

McIntosh has worked with the nation’s leading major waste management providers and understands the challenges facing the sector. Our work includes operational call center audits (local/regional operations), consolidation analysis, technology implementation support, and sales compensation planning. We believe the waste management sector affords significant opportunities improving the customer experience while also improving efficiency and lowering costs.

McIntosh has worked with retail clients and their supply chains since our founding. We understand the challenge of thin margins, the disruption driven by emerging technologies, and the necessity to adapt call center operations to shifting customer trends and preferences.

McIntosh has worked with firms in the transportation, hospitality, financial services, cable/media, and telecommunications industries to design recruiting processes that identify and deliver excellent candidates. We customize our approach to evaluating labor markets and the skill sets required to each client. The most significant improvement has been in retention rates that exceed 90% in the first year of employment.

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