Patient Support organization receives expert Contact Center Strategy Assessment from leading consultancy
Customer Experience and Contact Center Consultancy, The Taylor Reach Group, has recently completed its in-depth analysis of two contact centers for a national patient support firm.
The client firm delivers patient support programs for many leading pharmaceutical companies and provides access to medical technologies and treatments at its clinics across Canada.
Taylor Reach’s consultants, each with over 20 years of Contact Center expertise, completed on-site analysis, auditing and stakeholder interviews at each of the client’s call centers. A best practice audit was completed that benchmarked the centers across 8 categories, 29 sub-categories, and 700+ data points, against 3500+ other Contact Centers. This process identified the centers’ maturity, and allowed for the charting of improvement initiatives to prove the results.
“Contact Centers operate with a complex set of interconnected elements, sometimes in subtle but critical ways,” said Taylor. “Contact Centers across many industries share many of the same tools, processes, and functions, however, each center and customer service operation is unique.”
Taylor Reach’s Strategic Assessment road-maps Contact Centers to a desired future state through a detailed assessment of all aspects of current Contact Center operations and leveraging of their proprietary People, Process, Technology, and Methodology approach.
About Taylor Reach Group
Established in 2003, Taylor Reach Group is a globally recognized Contact Center and Customer Experience consulting firm, specializing in sourcing strategies, customer experience, customer service/support, and Contact Center assessments. Taylor Reach examines people, process, technological aspects of center operations and strategic vision with alignment to business goals and objectives for Contact Centers of any size, across all verticals. Our clients value our expertise and results as evidenced by our +92 NPS score. To learn more, visit thetaylorreachgroup.com
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