Press Release: Leading BPO reaches out to CX and Contact Center consulting firm for assistance in improving agent retention
Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention.
The US-based client provides customer care and account receivables management services to some of the most respected companies nationwide, including many Fortune 500 companies. The client provides customized programs for each client’s customer experience and contact center needs, balancing the focused attention to operations with the flexibility and agility of a boutique service provider.
Taylor Reach’s focus is on Attrition Management and all of the environmental, organizational factors that impact on retention and attrition. As Taylor Reach CEO, Colin Taylor explained “With labor representing the significant majority of a centers operating costs, improved retention reduces cost, but also improves the customer experience as veteran staff stays longer. By improving staff retention, the costs associated with hiring, retraining, and turnover are mitigated, resulting in improved service and satisfaction for the outsourcer’s clients, as well as for the customers those clients serve”.
“We understand outsourcing. Taylor Reach principals have decades of experience building, running, operating and selling outsource BPO services. Understanding the unique challenges faced by outsourcers is key to our approach. In examining workforce management, we also recognize that high attrition rates can impact the company’s reputation as both a service provider and as an employer. The goal is to create an effective retention program that ultimately best serves the needs of the customers our client serves.”
Taylor Reach principals have worked with contact center organizations around the world. “Working with our clients to understand their operations, goals, objectives, and the market realities in combination with our expertise in center operations, workforce management, compliance, process and policy management, gives Taylor Reach a strong edge in developing the right attrition management strategy for our clients, whether they are an outsource provider or an internal contact center.”
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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