McIntosh & Associates, LLC

McIntosh & Associates is a management consulting firm focused on improving customer relationships for leading businesses worldwide. The firm's extensive database of Customer Relationship Management (CRM) and call center/contact center best practices encompasses more than 100 processes supporting the generation of customer satisfaction and loyalty. On behalf of a diverse and global client base, the professional consultants at McIntosh & Associates leverage significant customer care and customer service operations and consulting experience to identify and tailor results-oriented and pragmatic solutions to service the entire range of customer communications: telephone, email, Internet interactions, as well as traditional mail and retail.

McIntosh & Associates seeks to support GSA/MOBIS clients through the development and delivery of innovative yet pragmatic consulting solutions for call center and/or contact center operations. We have no formal alliances or vendor biases; therefore, we will always offer GSA/MOBIS clients an independent, objective perspective in our assessments and recommendations. Unlike other firms, we do not view consulting as an entry point from which to sell the real service. Due to our significant customer care and customer service consulting and operational experience, we understand the complexity of managing a contact center operation, and we are capable of identifying, designing, and implementing value-added solutions that leverage people, processes, and technology on behalf of GSA/MOBIS clients.

SIN 874‑1: CONSULTING SERVICES

McIntosh & Associates consulting services target the development of a unifying service strategy, the deployment of pragmatic operational solutions, the sourcing of services or technologies, and the measurement and improvement of stakeholder satisfaction. A sampling of the project-specific call center consulting services offered by McIntosh & Associates includes:

l Strategy:

- CRM strategy development and/or assessment

- Self-serve technology strategy development and/or assessment

- Internet strategy development and/or assessment

- Change management strategy development and/or assessment

- Human resource strategy development and/or assessment

- Operational consolidation strategy development and/or assessment

- Post-consolidation strategy development and/or assessment

- Competitive strategy assessment

- Core competency assessment

l Solutions:

- Contact center operational assessment, including best practices mapping, gap analysis, and action plan development

- Retail assessments, including mystery shopper programs

- Human resource process development, reengineering, and/or implementation

- Workload forecasting process development, reengineering, and/or implementation

- Workforce scheduling process development, reengineering, and/or implementation

- Training development and/or delivery

- Contact handling process development, reengineering, and/or implementation, including standardization across multiple channels (phone, email/web, chat, and/or IVR)

- Average handle time (AHT) reduction initiative development and implementation

- Contact center-based sales and/or marketing process development and implementation

- Balanced scorecard and performance management development, reengineering and/or implementation

- Quality assurance/monitoring process development, reengineering, and/or implementation

- Business case development/analysis

- Requirements definition for CRM or customer contact and support applications, including user acceptance testing for integrated CRM applications

- Technical architecture design for call center/contact center technologies

- Project management for technology implementation

- Interactive voice response (IVR), voice recognition, or speech recognition system scripting and/or reengineering

- Benchmarking study development and execution

- Outsourcing feasibility and viability study development and/or execution

l Sourcing:

- Site selection for contact centers and/or retail operations

- RFP/RFI/RFQ management and analysis for technology procurement or outsourcing vendor selection

- Executive search

l Satisfaction (also addressed in SIN 874-3: Survey Services):

- Design and administration of customer satisfaction surveys in support of client s performance management process

- Design and administration of customer satisfaction surveys in support of process analysis/design

- Measurement of employee satisfaction in anticipation/support of change management initiatives (e.g., satisfaction surveys, focus forums, exit surveys, etc.)

SIN 874-2: FACILITATION SERVICES

McIntosh & Associates provides professional facilitation services on behalf of its clients for numerous types of meetings and/or working sessions in the call center/contact center industry. Our consultants have experience working with personnel at all levels within a customer care or customer service organization, from front-line representatives to senior leadership. Regardless of the meeting facilitated, McIntosh & Associates always seeks to provide the structure and tools that will enable the group to collaborate effectively and achieve the desired results.

McIntosh & Associates offers the following facilitation services to MOBIS clients:

l Meeting Planning:

- Determine the purpose and objectives of the meeting

- Determine the time and location for the meeting

- Identify meeting attendees

- Determine discussion topics and develop the meeting agenda

- Develop and/or distribute invitation communications

- Manage attendee responses

- Identify tools and exercises to use during the meeting

- Prepare meeting hand-outs and/or reference materials

l Meeting Facilitation:

- Discuss meeting objectives

- Collaboratively develop meeting guidelines and ground rules

- Facilitate presentation and discussion of agenda topics

- Utilize identified tools and exercises at appropriate points during agenda facilitation

- Employ problem solving techniques as appropriate

- Identify, document, and assign open issues and action items as appropriate

- Provide note-taking/recording services

l Post-Meeting Activities:

- Document and distribute meeting minutes, including open issues and action item assignments

- Interview appropriate client personnel to discuss meeting results and identify next steps and/or additional follow-up activities

SIN 874-3: SURVEY SERVICES

McIntosh & Associates is adept at survey design, administration, and analysis on behalf of its cross-industry client base within the call center/contact center industry. McIntosh & Associates typically designs or conducts surveys for two specific purposes:

l Employee and/or customer satisfaction measurement, and

l Benchmarking on processes, technologies, trends, etc. within the customer care or customer service industry.

Employee/Customer Satisfaction Surveys

While employee surveys are typically conducted on an annual basis or in anticipation/support of change management initiatives, customer satisfaction surveys are generally administered in support of a performance management process. McIntosh & Associates believes an effective customer satisfaction survey enables an organization to generate results linked to specific organizational and individual behaviors. Feedback from surveys should be actionable, providing specific direction relative to improvement opportunities.

Although McIntosh & Associates will customize its survey development process to meet each client s individual needs, below is a high level overview of our framework:

l Survey Planning:

- Identify survey objectives

- Determine survey population(s)

- Determine frequency/volume (sample) of surveys per population

- Determine survey administration methods (e.g., phone, web site, email, IVR, mail, face-to-face, etc.)

- Identify required linkages to existing performance management systems and/or tools (if applicable)

- Identify reporting requirements

l Survey Design:

- Develop survey questions focused on generating actionable feedback

- Determine scoring and weighting for each question

- Develop survey administration procedures

- Identify test population and test survey draft; modify as necessary based on test results

l Survey Database Development:

- Identify the source for survey records and required interfaces

- Identify additional systems with which survey database will interface

- Identify functional requirements for the survey database based on survey process

- Develop the survey database and conduct functional and usability testing, modifying the database as necessary based on survey results

l Survey Administration and Analysis:

- Develop and deliver survey process training to survey administrators (if applicable)

- Administer surveys and compile results

- Assess reliability and validity of survey data

- Review and analyze raw survey data

- Prepare findings

Benchmarking Surveys

McIntosh & Associates has conducted numerous benchmarking studies, both on behalf of clients and as proprietary research. Unlike an employee/customer survey, a benchmarking survey is not designed to measure satisfaction; it is designed to collect specific information from benchmarking participants regarding their approach to or opinions regarding the survey topic. However, McIntosh & Associates approach to the development of a survey used during a benchmarking study closely mirrors the approach for developing employee/customer surveys, as outlined above.

Recent benchmarking surveys conducted by McIntosh & Associates include the following:

l Proprietary studies:

- Internet customer communications

- Contact center attrition and retention strategies

- Quality in the contact center

- Measuring customer satisfaction

l Commissioned studies:

- Contact centers in India

- Contact centers in Europe

- Retail competitive assessments

- Labor market competitive assessments

- Claims processing

- IVR analysis

- Package delivery competitive analysis

- Teleservices industry competitive assessment

SIN 874-7: PROGRAM INTEGRATION AND PROJECT MANAGEMENT SERVICES

McIntosh & Associates offers a wide range of program integration and project management services to MOBIS clients with call center or contact center operations. Although McIntosh & Associates will customize its program or project management approach to meet each client s individual needs, below is a high level overview of our framework:

l Project Planning:

- Develop a change strategy and communication plan

- Assess risks and develop mitigation plans

- Develop project timeline, including milestones and deliverables schedule

- Identify required resources

- Assign roles, responsibilities, and accountability to project team members

- Develop a budget forecast

- Develop a benefit realization plan

l Project Execution:

- Provide project leadership and administration

- Manage project plans (timelines, budget, etc.)

- Manage project resources (team members, tools, vendors, etc.)

- Communicate project progress to the:

Project team, via team meetings and updates

Project oversight committee, via project reviews and status reports

Organization, via various methods as identified in the communication plan

- Facilitate issue management and resolution

- Manage project scope

- Implement change control procedures as appropriate

- Implement the benefit realization process

- Transition project to appropriate operational personnel at project conclusion

l Project Review:

- Assess performance vs. plan

Risks

Timeline

Budget

- Debrief project team to assess effectiveness of project leadership and administration

- Document key learnings

McIntosh & Associates proposes to provide project management services to MOBIS clients for customer care/customer service projects including, but not limited to, the following:

l Contact center operational assessment, including best practices mapping, gap analysis, and action plan development

l Human resource process development, reengineering, and/or implementation

l Workload forecasting process development, reengineering, and/or implementation

l Workforce scheduling process development, reengineering, and/or implementation

l Training development and/or delivery

l Contact handling process development, reengineering, and/or implementation, including standardization across multiple channels (phone, email/web, chat, and/or IVR)

l Average handle time (AHT) reduction initiative development and implementation

l Contact center-based sales and/or marketing process development and implementation

l Balanced scorecard and performance management development, reengineering, and/or implementation

l Quality assurance/monitoring process development, reengineering, and/or implementation

l Business case development/analysis

l Earned budget framework development/implementation

l Requirements definition for CRM or customer contact and support applications, including user acceptance testing for integrated CRM applications

l Technical architecture design for call center/contact center technologies

l Project management for technology implementation

l Interactive Voice Response (IVR) unit scripting and/or reengineering

l Benchmarking study development and execution

l Outsourcing feasibility and viability study development and/or execution

l Site selection for contact centers or retail operations

l RFP/RFI/RFQ management and analysis for technology procurement or outsourcing vendor selection

l Design and administration of customer satisfaction surveys in support of client s performance management process

l Design and administration of customer satisfaction surveys in support of process analysis/design

l Measurement of employee satisfaction in anticipation/support of change management initiatives (e.g., satisfaction surveys, focus forums, exit surveys, etc.)

GSA/MOBIS PRICING SCHEDULE AND LABOR CATEGORY

*Consultant* *Level*	*GSA Hourly Rate*	*GSA Daily Rate*	*Education Level*	*Experience Level*
Managing Partner	$374.06	$2992.50	BA/BS/MBA	20 years operations/consulting
Partner Level III	$299.25	$2394.00	BA/BS/MBA	10 years operations/consulting
Partner Level II	$261.84	$2,094.75	BA/BS/MBA	10 years operations/consulting
Partner Level I	$230.67	$1,845.38	BA/BS/MBA	10 years operations/consulting
Managing Director	$249.38	$1,995.00	BA/BS/MBA	10 years operations/consulting
Managing Consultant Level III	$249.38	$1,995.00	BA/BS/MBA	10 years operations/consulting
Managing Consultant Level II	$230.67	$1,845.38	BA/BS/MBA	10 years operations/consulting
Managing Consultant Level I	$199.50	$1,596.00	BA/BS/MBA	10 years operations/consulting
Senior Consultant Level II	$199.50	$1,596.00	BA/BS/MBA	5 years operations, consulting, or business
Senior Consultant Level I	$162.09	$1,296.75	BA/BS/MBA	5 years operations, consulting, or business
Project Manager	$130.92	$1,047.38	BA/BS/MBA	3 years of project management
Consultant Level II	$162.09	$1,296.75	BA/BS	2 years operations or business
Consultant Level I	$130.92	$1,047.38	BA/BS	2 years operations or business
Business Analyst Level II	$149.63	$1,197.00	BA/BS	2 years operations or business
Business Analyst Level I	$130.92	$1,047.38	BA/BS	2 years operations or business
Analyst Level II	$112.22	$897.75	BA/BS	1 year general business
Analyst Level I	$93.52	$748.13	BA/BS	1 year general business
Programmer Level III	$199.50	$1,596.00	BA/BS	5 years systems development
Programmer Level II	$158.98	$1,271.81	BA/BS	3 years systems development
Programmer Level I	$93.52	$748.13	BA/BS	1 year systems development
Survey Specialists Level II	$42.39	$339.15	HSD	None/On-the-Job Training
Survey Specialists Level I	$33.42	$267.33	HSD	None/On-the-Job Training
Clerical Support	$33.42	$267.33	HSD	None/On-the-Job Training