Contact Center Consultancy Assists Financial Services Leader in Outsource Selection
Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection
TORONTO (PRWEB) May 1,2018
Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) today announced that they will be assisting their client with Outsource Vendor Selection initiative. The client, a financial services leader, will dramatically reduce the risks associated with contact center outsourcing.
CEO, Colin Taylor said “80% of Customer Service outsourcing projects designed to cut costs will fail. With decades of experience building, operating and selling outsource agency services, we have a thorough understanding of outsourcing, from both sides of the table. The fact that TRG is vendor agnostic means each of our clients receive a non-biased, prescriptive recommendation, tailored specifically to our clients’ organizational needs.”
Through stakeholder interviews, and meetings with the client, TRG gains a thorough understanding of the current state of the operation and can assess the Contact Center maturity in the four primary elements of contact center operations: People, Process, Technology, and Methodology. TRG limits project scope creep and slippage through weekly written reports and check in calls.
“Each outsourcing project must consider the Contact Center needs, and tailor solutions, operations policies, practices and metrics to meet the strategic requirements and goals of the organization.” said Taylor. “We achieve this through a deep understanding of all aspects of contact center operations as well as extensive senior management and sales experience in the outsource BPO sector. “
The outsource selection process incorporates detailed assessment of requirements, vendor capabilities, vendor approach, project management, pricing, locations, reputation and communications cadence. TRG will work to define requirements, identify candidate firms, develop the RFX, develop scoring and evaluation methodology, issue RFX, manage vendor inquiries and support short-list and finalist determination and subsequent negotiations.
About Taylor Reach Group, Inc., (TRG)
Established in 2003, TRG, is vendor agnostic has provided consulting advice to thousands of Contact Center of all sizes, across all verticals. TRG has seven offices globally and each TRG consultant possesses a minimum of 20 year of Contact Center operational management experience.