Engagement Expert Joins Call Center Consulting firm

Call Center Consulting company adds Contact Center Engagement Expert Terry Mirza to the firm

Toronto – Mr. Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced that Terry Mirza has joined the call center consulting and customer service consulting firm effective immediately.

Terry began his call center career over 20 years when he managed the very first stand alone call centre for FedEx Canada. Terry spent 12 years at FedEx in progressively senior roles. Terry was responsible for implementing IVR to offer self-serve options to FedEx’s customers – a first in the Canadian courier industry.
Terry also implemented 1-800-Go-FedEx – one of the first multi-site 800 numbers in Canada. 1-800-Go-FedEx has become a worldwide marketing success for FedEx.
Terry implemented the Advance Performance Management Program (APMP) in the Vancouver call centre, one of the first quantitative quality programs in North America.

Terry’s professional experience includes, CIBC & Rogers. While at CIBC, Terry implemented an employee centric, customer focused culture that resulted in the help desk attaining best-in-class ranking by McKinsey & Co for employee and customer satisfaction. At Rogers, Terry was responsible for the build and ramp up two 500 seat call centres in the GTA.

“We are excited to have Terry on board”, said Taylor, “His passion for employee engagement and delivering customer satisfaction through engaged and motivated teams will enhance the services we offer today to our clients”.

Terry has a strong background in building best-in-class call centre operations. He also had deep knowledge of call centre technologies and processes. Most importantly Terry is passionate about helping to build best in class customer service organizations.

Terry holds a bachelor of Computer Science degree from York University and an MBA from University of Toronto. Terry is also a Certified Process Engineering Specialist (Six Sigma Black Belt).

“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 technology, supply chain, and financial 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 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 or phone Colin Taylor at 1 877-979-8692 ext 200

Leave a Reply

Your email address will not be published. Required fields are marked *