Gratuitous self promotion

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 [email protected]

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