The Taylor Reach Group Inc.

Services

Experience, in any discipline or endeavor, dramatically improves the likelihood of success. At Taylor Reach, we ensure that you, our client, benefits from our experience. Each Taylor Reach consultant has 20+ years of ‘hands-on’ Contact Center operational management experience. We are not learning at your expense, we already have the hard-won knowledge from hundreds of clients and thousands of Contact Centers.

We view Contact Centers as a universal shared service, much as finance or human resources are services shared across an organization. Contact Centers are the hub of the Customer Experience (CX) and where more than 50% of all customer interactions take place. Vendor agnostic, Taylor Reach consultants ensure that you have the best guidance possible to help you meet your Call Center or Contact Center goals and deliver the desired CX.

We have completed hundreds of Call Center, Contact Center, and customer experience programs and we have the expertise to assist you in the following service areas;

Call/Contact Center Strategic Assessment

Are you doing the right things, in the right ways? with the right Technology? The Strategic Assessment leverages People, Process, Technology and Methodology to tell you where you are today and designs a roadmap to your ‘Future State’

Snapshotz™ Call Center and Contact Center Audit

Do you know how your center compares to ‘Best Practices’? The Snapshotz™Audit benchmarks your center against ‘Best Practices’ globally. Compare your center to thousands of other centers across 700+ data points

CX Evaluation

CX Evaluation Taylor Reach will optimize your centers’ CX through observing, quantifying and benchmarking the customer journey as it engages with the contact center. We will use 12 key factors to determine the effects of contact center interactions from the customers’ point of view Methodology: The 12 key factors we’ve identified for a successful experience: […]

CX Health Check

More than half of customer interactions occur in the contact center, yet most organizations don’t have any real insight into this critical activity. Customer experience has a significant impact on satisfaction, loyalty and retention. Thus, customer experience delivered through contact centers, has never been as critical to an organization’s success, as it is today. After completing […]

CX Snapshot

Customers were not always customers. At one point they were prospects and your products, services and marketing brought them into the fold. Customers are valuable assets. They are the reason we are in business. Do You know how your customers feel about your brand today? How customers feel about a brand is influenced by […]

Outsourcing Preparedness & Suitability

Considering outsourcing your Call Center or even upgrading your existing outsourcing relationship? Statistic: 80% of Customer Service outsourcing projects designed to cut costs, will fail and 50% of UK blue chip companies enter the outsourcing selection process without knowing exactly what they want or how best to source it The Call Center and […]

Sourcing – In- Out – Home or Near

Whether you are looking at outsourcing, offshoring, insourcing, nearshoring or homesourcing, The Taylor Reach group can help you. Not only have we completed numerous consulting projects in all of these areas, but we have built and operated outsource organizations on two continents. With our unique and hands on experience as both consultants and outsourcers ..

Technology Acquisition

After the cost of labor, technology is the largest cost component of a call center budget. Call centers can be very technologically dependent: ACD/platforms and switches, call recording, WFM, IVR, predictive dialing, chat, email management, knowledge management to name but a few.

Interim Management

Running a call or contact center can be a challenge at the best of times. But this task can become significantly more difficult when there is a vacancy at the top of the call or contact center operation. Regardless of the cause of the vacancy: leave of absence, restructuring, center consolidation, or other organizational changes. The operational effectiveness and efficiency..

Curriculum Development

Training is an essential activity in each call center or contact center. Traditional training involves a trainer at the front of the room reading PowerPoint slides to the trainees. This approach we call ‘Sage on the Stage’ has been proven to be an ineffective way to train adults. The quality of service and the customer […]

eLearning

Your agents and employees are the single biggest asset you possess in delivering the desired Customer Experience, yet too often today this is a low paying, high turnover position. Too many call and contact centers have a ‘revolving door’ of agents. This high turnover is a constant drag on operational performance and customer satisfaction.

Leadership Training

Training for Contact Center leaders: Team Leads, Supervisors and Managers are one of the most overlooked opportunities for most centers. Traditionally agents are promoted to team lead, handed more responsibilities and never receive training that allows them to be knowledgeable about the ‘whole’ Contact Center. This absence costs centers millions of dollars annually, as the […]

Forecasting, WFM & WFO

Here is no activity more critical for any call center than understanding the demand requirements for the center and the resource allocation to meet this demand. Taylor Reach has assisted small call centers and global contact centers to improve the accuracy, performance and adherence of their forecasts and schedules. We have the experience, knowledge

Process Improvement & Management

There is always a better mousetrap, we just often need time to see and build it. Taylor Reach employs root cause analysis and lean approaches to ensure that the processes within and extending out from your call or contact center are optimized and function effectively, efficiently and logically. We can help you to redesign your processes to improve service quality..

Quality Management & Customer Experience Design

How do you know the level of quality being delivered by your Contact Center(s)? For many organizations, the answer to this question lies with internal review; individual agent calls and scoring these calls against a pre-define checklist or scorecard. The checklist or scorecard generally includes contact elements that the organization believes are important to the […]

Quality Measurement / Monitoring Service (3PQM)

Major issues for many centers is time, or lack of time required to complete the ‘call monitoring’ consistently, objectively and regularly. While all supervisors acknowledge that monitoring is important they are usually so pressed for time that listening is a “if I can” activity. How often has your team failed to meet the minimum number of monitors in a month?

Customer Quality Reporting

Contact centers deliver services to customers and prospects by telephone, email, and chat. It is essential that organizations have insight into the quality of those interactions. The internal perspective is often delivered through a quality listening team which reviews contacts and scores measuring based upon predetermined set of criteria.

Performance Management & Metrics

You can’t manage what you can’t or don’t measure. Developing and implementing a balanced set of metrics that are relevant and actually support business decision making is critical in any environment and this is also true of call centers. Should we be measuring FCR, NPS or CSAT and at what level and how? What about AHT and ASA is there a role for..

Starting a Call or Contact Center

Starting a Call or Contact Center Is organic growth, a new product, service or acquisition resulting in calls swamping the switchboard, customers tracking down the administrative offices to trace an order, email volumes surging and going unanswered? Whatever the cause most organizations will one day determine that they need a Call Center or Contact Center. […]

Custom Research

We have conducted hundreds of research projects since our founding and have assisted organizations to gain insights into the minds of the industry, their prospects and their customers. Our empirical approach leverages the hundreds of years of call center operations experience within the firm and integrates this with innovative and process thinking to design.

Site Selection

Many call centers today exist in locations, because that is simply where they were built. On the 3rd floor or across the campus, they are located where the organization had available space to house them. Increasingly however organizations are realizing that not all locations are created equal when it comes to operating a call center.

Assessment

1) Professional in-person assessments – Strategic Assessment The Strategic Assessment offers a prescriptive approach: Taylor Reach’s expert consultants will conduct on-site analysis coupled with Snapshotz™ as a means of establishing areas for improvement within the center. With this approach, we conduct an in-depth diagnostic. Once your business goals have been established, we use this information in […]

Sourcing

Taylor Reach Group can support your sourcing needs, regardless of whether you are upgrading your captive center technology or infrastructure, if you have outsourced your center or if you are considering outsourcing as a business strategy. Our team has the expertise and knowledge of best practices to guide you through a successful RFP process. With […]

Press Release: Taylor Reach Group Selected to Optimize Vision Care Leader

The Taylor Reach Group, Inc., a globally-recognized call and contact center consulting and managed services firm focused on optimizing customer engagement, has announced that it is working with a worldwide leader in personal vision care. Taylor Reach is performing a strategic assessment that will include detailed analysis of the inner workings of the contact […]