Taylor Reach executed a site selection project Terasen Gas and other projects including technology acquistion, and multi-channel strategy. Read the In-Sourcing Case Sudy here

Bill began his call center career with American Express, before moving to Nationwide where he rose to Vice President, Operations and ultimately [...]]]> Toronto- Mr. Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced that Bill Polston has joined the call center consulting and customer service consulting firm effective immediately.

Bill began his call center career with American Express, before moving to Nationwide where he rose to Vice President, Operations and ultimately to Ameriprise where Bill was Vice President – New Business & Service Operations. A well known and well regarded senior executive, Bill has led teams of more than 1000 staff and oversaw the contact center and customer service process.

“Bill has built a reputation for integrity and honesty through more than 20 years of financial services/insurance contact center and operations leadership. His experience in financial services/insurance and high quality, insightful call center leadership and management skills make Bill an asset to Taylor Reach and to our clients. We are honored to have Bill as a part of our team at the Taylor Reach,” said Taylor. ”Bill’s, financial services experience and outsource management expertise will afford Taylor Reach clients opportunities to leverage his unique skill set to improve the operational effectiveness and efficiency of their call and contact centers.”

“What attracted me to The Taylor Reach Group, was their business model and their passion for helping clients achieve success. As I became acquainted with Colin and his record of achievements, I knew his expertise and his commitment to helping his clients to succeed would be a great fit for me. I was also excited about the opportunity to work with the team of committed and talented leaders and industry experts that he has built,” said Bill regarding this announcement.

Bill brings senior financial services/insurance operational management and outsourcing experience and knowledge to the call center consulting firm that has been growing at a rapid rate. A key to the company’s continued growth according to Mr. Taylor is “we do not sell the pyramid; all of our consultants possess 20 years or more of hands on operational management and leadership experience. We have faced the same challenges our clients face. This experience and understanding of the associated challenges leads to more effective solutions, often in less time and with superior returns for our clients. We only partner with recognized experts, like Bill, because our clients expect nothing less. Our staff’s in-depth knowledge, proven results and all together more than 250 years of call center operational management experience resonates well with our customers, and in turn delivers superior results to our shareholders. Bill’s years of experience, successful track record and the quality of work he completes fits very well with the Taylor Reach model”.

“We are so confident in our capabilities that we back our work with an ROI (Return on Investment) guarantee”, says Taylor, “When we make a recommendation and our clients ask us to implement it, we guarantee a 300% Return on Investment.”

“Taylor Reach has recently signed new agreements with clients in the environmental, energy, retail and service industries”, Taylor said.

About The Taylor Reach Group, Inc.

With three offices in North America and one in Australia, The Taylor Reach Group, Inc. (Taylor Reach) a leading Call Center consulting and Customer Service consulting firm. This award winning company founded in 2003 by Colin Taylor today boasts a stable of Fortune 1000 companies. The consulting staff at Taylor Reach possess on average more than 20 years of Call/Contact Center, Customer Service and Customer Satisfaction experience in delivering effective and significant benefits from Operational Innovation.

The Taylor Reach group, Inc. – Leaders in Call Center consulting – All we do is Call Center consulting

For more information about The Taylor Reach Group, Inc. visit http://thetaylorreachgroup.com or phone Colin Taylor at 1 877-979-8692 ext 200

John began his call center career with Watts Communications Inc., now part of (Davis & Henderson) in Charlottetown, Prince Edward Island in 1996. Beginning as agent [...]]]> 2nd June 2010 – Mr. Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. announced that John Brennan has joined customer service consulting firm effective immediately.

John began his call center career with Watts Communications Inc., now part of (Davis & Henderson) in Charlottetown, Prince Edward Island in 1996. Beginning as agent and quickly progressing through the ranks; John became the Center Manager in 1999 and was promoted to Vice President in 2006 with responsibility to oversee the 4 Atlantic Canada centers

In joining The Taylor Reach Group, Inc. John is reunited with Colin Taylor who was the President and CEO when John was hired at Watts. John joins other former Watts alumni John Cockerill and Deborah MacAskill.

“John has built a reputation for integrity, honesty and high quality, insightful call centre leadership and relationship building and management skills. We are honored to have John as a part of our team at the Taylor Reach team”, said Taylor. `his skills, experience and outsource management expertise will afford Taylor Reach clients with a greater depth and breadth of services and expertise”

“What attracted me to The Taylor Reach Group, was their business model and their passion for helping clients achieve success. Having worked with Colin before I know his expertise and his commitment to helping his clients to succeed and I am excited about working with such a committed and talented group of people, and realizing the potential of our working together” said John regarding this agreement.

John brings additional operational management and outsource experience and knowledge to the call center consulting firm that has been growing at a rapid rate. A key to the company’s continued growth according to Mr. Taylor is “offering strategic and tactical consulting based upon years of proven experience, that delivers superior and breakthrough results for our clients. We only partner with recognized experts, like John, because our clients expect nothing less. Our staff’s in-depth knowledge, proven results and all together more than 250 years of call center operational management experience resonates well with our customers, and in turn delivers superior results to our shareholders. John’s years of experience, successful track record and the quality of work he completes fits very well with the Taylor Reach model”.

“We are so confident in our capabilities that they back their work with an ROI (Return on Investment) guarantee”, says Taylor, “When we make a recommendation and our clients ask us to implement it, we guarantee a 300% Return on Investment. In more than four years offering this guarantee, we have yet to pay for not meeting or exceeding this goal.”

“Taylor Reach has recently signed new agreements with clients in the environmental, energy, retail and service industries”, Taylor said.

About The Taylor Reach Group, Inc.

With three offices in North America and one in Australia, The Taylor Reach Group, Inc. (Taylor Reach) is one of the leading midsized Call Center consulting and Customer Service consulting firms.

This award winning company founded in 2003 by Colin Taylor today boasts a stable of Fortune 1000 companies. The consulting staff at Taylor Reach possess on average more than 20 years of Call/Contact Center, Customer Service and Customer Satisfaction experience in delivering effective and significant benefits from Operational Innovation.

For more information about The Taylor Reach Group, Inc. visit http://thetaylorreachgroup.com or phone Colin Taylor at 1 877-979-8692 ext 200

Call Center and Customer Service consultancy Grows Again- Industry Veteran – Deborah MacAskill Joins Taylor Reach

Toronto- Mr. Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced that the Toronto based Call/Contact and Customer Service Consultancy has added Ms Deborah MacAskill to its’ team of [...]]]>

Toronto- Mr. Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced that the Toronto based Call/Contact and Customer Service Consultancy has added Ms Deborah MacAskill to its’ team of consultants. “Deb adds more depth to the team. With twenty years of call center experience she provides the kind of hands-on center management expertise our clients expect from TRG”, said Taylor.

“Deborah has a successful track record building and operating some of the most admired customer service and operations centers”

Prior to joining The Taylor Reach Group, she was Vice President Operations at Sutherland Global Services, a contact center/BPO outsource agency. She was responsible for operating 4 outsourced customer support contact centers. Deb also worked for other outsourcers including Teletech, ICT Group and Resolve (formerly Watts Communications). At Resolve as Director, Atlantic Operations Deb oversaw three centers. Deb’s career began at Bell and included a period at Register.com.

In the course of her career Deb has had hands on exposure to every facet of call and contact center operations. Deborah studied business at St Mary’s University

Deb joins a company that has been growing at a rapid rate. The key to the company’s’ growth according to Mr. Taylor is “offering strategic and tactical consulting based upon years of proven experience, that delivers superior and breakthrough results for our clients. We only employ people who are experts because our clients expect nothing less. Our staff’s in-depth knowledge, proven results, and all together more than 150 years of call center operational management experience resonates well with our customers, and in turn delivered superior results to our shareholders”. In fact TRG is so confident in their capabilities that they back their work with an ROI guarantee. Says Taylor, “When we make a recommendation and our clients ask us to implement we guarantee a 300% Return on Investment. In four years offering this, we have yet to pay against this guarantee.”

“TRG has recently signed recent new agreements with clients in the retail and service industries”, Taylor said.

About The Taylor Reach Group, Inc.

With two offices in North America and one in Australia, The Taylor Reach Group, Inc. (TRG) is one of the leading mid sized Call/Contact Center and Customer Service consultancies. This award winning company founded in 2003 by Colin Taylor today boasts a stable of Fortune 1000 companies. The consulting staff at TRG each possesses more than 20 years of Call/Contact Center, Customer Service and Customer Satisfaction experience in delivering effective and significant benefits from Operational Innovation.

TRG Managed Services may not fit with your view of contact center consulting, and frankly, [...]]]> This has been an exciting fall for us at TRG; we have secured a number of new clients and launched some new services. In particular we are excited about two specific service offerings: Managed Service and Pay for Performance consulting.

TRG Managed Services may not fit with your view of contact center consulting, and frankly, it didn’t fit with mine until I realized the number of calls and emails I would get from clients as they prepared to go into planning, quarterly, and performance or budget meetings. Before they shared their performance, strategies or goals they wanted a litmus test. They wanted to ask our opinion about how they were doing…. Were the results good? Were their goals reasonable? How did these stack up against others in their vertical? What would we add?

These may seem like small questions and in fact they generally didn’t require a great deal of time to answer, we simply needed to understand the organization, it’s goals and aspirations for the contact center and had to have a historical view of the center to put the information in context. What did surprise us was the frequency of the questions. We began to see a market opportunity here.

So we asked our clients what they felt they got from the process and received answers such as “we wanted an independent view of how we were doing” and “We wanted to see if our goals were reasonable” or “ We wanted a dry run to review the numbers and ensure we could answer senior managements questions” and lastly “did we include everything we should have in the budget, are our assumptions reasonable?”

Based on this feedback we were sure we did have a service opportunity, not traditional or large projects, but rather small micro projects in 1 to 2 hour blocks of time. For less than a $1,000 per month our clients could have 10 hours of our time and use TRG as a sounding board, an advisor or a reality check.

The second service offering: Pay for Performance Consulting came about after discussing with some current and former clients the barriers they had encountered in retaining a firm like TRG. The single biggest challenge they had to overcome internally was the risk…”We pay a lot of money and we don’t really know what we get for it”. Having spent many years on the client side we understood this issue and while we do guarantee a 300% ROI on implementing our Recommendations, that doesn’t really help us get in the door in the first place. So we decided that the only way we could make it easier for companies and organizations to engage us was to eliminate their risk, by taking the risk ourselves.

The result was launching our Pay for Performance consulting services where we provide an estimate for a project based on a detailed scope of work and then execute the project with the client’s agreement. But it is the client who determines what value they received from this exercise and they decide what to pay.

For more information on TRG’s Managed Services or Pay for Performance consulting please call us at 416-979-8692 or email us at info@thetaylorreachgroup.com

I think that generally products and services are priced based on their value and based [...]]]> I have always been a firm believer in the old adage that “you get what you pay for”, but it is also true that just because you paid a lot for something doesn’t always mean you get a good result.

I think that generally products and services are priced based on their value and based on how the markets have valued them in comparison to alternatives available. But there always are charlatans out there who will charged big bucks and deliver little value. The technology and technology services realm has been rife with these occurrences…think vaporware. How many times have we heard how good something is going to be. How often have these future capabilities been presented or implied as being available today. All to often the truth only comes out after the purchase has been made. This experience is widespread enough to have lead to the creation of another adage specific to the technology space, “nobody gets fired for buying IBM”. The upshot of this message is clear, the only safe choice is to buy what you know you can trust.

This whole purchasing premise is based on agreeing up front to price based upon a set of expectations and then seeing what you get. Well known and well regarded firms generally deliver what is expected, though this is not always the case. The less well known companies represent risk for the buyer, “what if they can’t deliver?”, ‘what if it doesn’t work?”. We all avoid risk and clients are no different. Less well known firm and start ups have to overcome the perception that they are asking the customer to ‘buy a pig in a poke’, the clients’ skepticism and natural risk avoidance can lead all to often to ‘buying IBM’, which is great if you are IBM and not so great if you are the unknown company with a great product or service, but can’t demonstrate that without the client agreeing to buy your offering.

So what is a company with a good product or service to do? Well this is a situation that is common in the consulting space where I operate. The Taylor Reach Group, Inc. (TRG) a call and contact center consultancy, may possess a leadership team with hundreds of years of Strategic and Operational Management experience, serve clients organizations that read like a who’s who of the corporate world. We may have won awards for the work we do and have offices in three major cities (Toronto Atlanta and Sydney, Australia) and operate globally, but we are certainly not a household name.

I have seen prospective clients elect to go with IBM (or in this case IBM Global), or PwC and other big 5 consulting firms based upon their skepticism and/or to avoid both personal and professional risk. Yet instead of getting a senior consultant with 20+ years of experience they may get a twenty-something year old MBA grad who has completed a six week training program. Now I ask you which approach do you think is more risky?

So the challenge we face is still the same…How do we overcome the skepticism of buying ‘a pig a poke’ and eliminate the associated risk?

Our approach is to let the client decide. It sounds simple, let the client decide what a project is worth at the end of the task. Rather than agreeing up front to a cost with a set of expectations but no guarantee of the quality of the result we let our clients determine the quality and how much value they believe they received from an engagement of project. Our ‘Pay for Performance Contact Center Consulting Model’ gives the client control over what we get paid. Of course this doesn’t eliminate risk it simply transfers the risk from the client to TRG and we have the confidence to know that we can add value and are comfortable giving control over our remuneration to our clients.

So how will this venture work out for us, I can’t see the future, but I am confident. I will keep you posted.