“Our Call Center is phenomenal.  We used to convert leads at 6-8% and now convert at about 34%.  Yes, the amazingly hot market helps bump those numbers up but we would never have achieves that type of success without having revamping the Call Center.   Hiring you was a great decision.”

VP of Sales at a Major Nationwide Home Builder

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Taylor Reach treated all staff as equals even though, clearly they had much deeper and broader domain knowledge than we possessed. They taught our staff and shared suggestions and best practices freely. This not only helped the project to succeed but also helped the staff to gain knowledge and be more effective in their roles. Taylor Reach demonstrated good political acuity in dealing with staff whose future was undetermined and provided us with solid feedback and counsel on these individuals when asked. I would certainly not hesitate to hire Taylor Reach again.

VP, Fender Musical Instrument Corporation

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Colin has done a great job of moving a project through to action for us. This was something we were struggling to achieve on our own and with Colin’s expertise and experience, we have been able to achieve results in only a few weeks. I very much appreciated his disciplined approach to the process – he kept us on track. His methodology was consistent, logical and supported by data throughout. I would recommend Colin and Taylor Reach without reservation.

Andrew O’Brien, President & COO, Blue Ocean Contact Centers

Colin is a passionate and experienced Contact Center executive; he is an asset in any business relationship. I reported to Colin while he was President of Watts Communications. During this time he drove an unprecedented period of growth for the company but always ensured we didn’t lose focus on all our clients and exceeded their expectations. Colin was a mentor and was my first guide in the world of outsourcing and customer service.

John Brennan, Manager Infrastructure Operations, Province of PEI

We were very satisfied with The Taylor Reach Group’s work as they helped shape a much more productive and profitable Customer Service Dept. At Aldo.

Vice President, Aldo

Colin is a rock-solid business professional with a deep knowledge of the Contact Center industry. With honesty, integrity, and excellent interpersonal skills, Colin will tell you what you need to hear, rather than what you want to hear.  His exceptional communication abilities allow him to deliver a message without the nonsense, and he is a trusted listener and advisor to colleagues and subordinates alike. He really understands what “partnership” is all about. He is a hands-on leader, who completely understands the requirements, committing and delivering on-time/on-budget projects by rolling up his sleeves and getting the job done. He will do whatever it takes to complete the project and do so with style.

Vice President, ING Bank

Colin understands the complex service requirements needed to support large multi-channel companies and he is able to articulate those needs to a range of audiences. Once the needs are defined, Colin has the ability to create a roadmap and structure for a given project, communicate the plan effectively, and deliver the desired results within the defined timelines. Colin is a creative thinker and has deep industry knowledge that would make him an asset to any company that engages in his services.

Senior Contact Center Executive, Best Buy

The first project; we utilized Colin and his organization to assess our operational processes, procedures, our current infrastructure and provided a detailed scope of potential low hanging fruits and long term goals and initiatives.

During our second project; we utilized Colin and his organization to assess demographics and potential facilities to expand our current operations. They demonstrated that they had numerous contacts within the industry, performed site visits and provided pertinent market data to make an informed decision and business plan.

Rheal Morin, Director Customer Support Centre, SNC – Lavalin

I have been impressed with Colin’s experience and knowledge of the industry, which is reflected in the quality of the newsletter he distributes. My colleagues and I find it a useful insight into the field.

Nabil Harfoush, Associate, Harvard University

Colin and by extension the Taylor Reach Group have brought a professional and tailored approach to our Customer Service Center needs. He has been instrumental in helping with the development and deployment of tools and processes to meet the needs of our rapidly growing business. I highly recommend Colin to anyone looking to improve service to their customers while building an efficient service operation.

Director, Star Tech

I worked with the senior partners of the Taylor Reach Group for more than six years and there is no doubt in my mind that they saved us money, improved our processes and delivered innovation that greatly benefited our business and helped me achieve my departments’ goals.

Mary Comerford, General Manager (formerly) Customer Service, Readers Digest

Colin is the consummate contact industry professional. His wisdom and advice are invaluable assets and I recommend him highly

Susan Arledge, President/CEO, Arledge Partners Real Estate Group

Colin consulted with our regional community bank on a Call Center start-up project. He was very professional and knowledgeable about the Call Center industry. Well worth the cost. Would highly recommend!

Eddie Woodruff, CMO and CCO, Forcht Bank

Colin’s depth of knowledge greatly enhanced the results. His recommendations made good business sense, and created a good outcome for the company and the employees. I trusted the research and the deliverable he and his company provided in a timely manner.

Customer Service Executive, Rodale

The TRG Team is exceptional in their level of professionalism, support and experience and they’re involvement in our transformation has been most productive and rewarding!
TRG’s ability to govern all aspects of the project journey is best in class.  Weekly report activity, project management, and follow up were so seamless, I found myself saying.. “I don’t have any changes.. “  as they captured everything I threw out and got it right the first time!
The benefits of partnering with Colin and his team have been exponential.  They began diligently studying our Contact Center, documenting work flows and working quickly to understand our business and did so with zero impact to our current work day… they blend in seamlessly and got right to work!
We recently made the unanimous business decision to partner once again with the stellar TRG Team – was an easy conversation with our leadership team as the ROI wasn’t difficult to sell – and we’ve retained them for platform implementation, WFM and Quality Standards portion of our project!

Director of Client Experience

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