Outsourced Quality Listening

Posted on April 12, 2019 in Call Center Consulting • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Opinion • Quality • retention • Strategy • The Taylor Reach Group

Tags: #custserv• #Cx• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Outsourced Quality Listening• poor service• Root Cause Analysis• Taylor Reach Group

By Colin Taylor While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers […]

Posted on April 02, 2019 in Call Center Consulting • Call Center Management • Call Center Metrics • Call centre consulting • Contact center consulting • Contact Centre Ops • CSAT • Customer Experience • IVR • Metrics • Quality • Quality Assurance • Quality assurance

Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Quality Assurance• Quality Control• Taylor Reach Group

  Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is […]

Posted on March 23, 2016 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Metrics • Outsourced Quality Monitoring • Quality

Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Taylor Reach Group

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is Colin […]

Posted on September 26, 2012 in Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Outsourced Quality Monitoring • People management • Quality • Strategy • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Outsourced Quality Listening• Strategy• Taylor Reach Group

By John Cockerill, Calibration is the art of being able to standardize the measurement of calls or transaction quality across and amongst those doing the work and those who review the work. Without calibration any program is open to cries of bias, unfair treatment, and the results can be inconsistent or ineffective. While this is […]

Posted on November 08, 2011 in Call Center Consulting • Call Center DIY • Call centre consulting • Contact center consulting • Contact Centre Ops • Opinion • People management • Quality • Strategy • Success • The Taylor Reach Group

Tags: #callcenterDIY• #cctr• #custserv• #fiveideas• Call Center Consulting• Colin Taylor• Contact Center Management• Outsourced Quality Listening• Research

By: Colin Taylor Last week I asked for your help – I wanted to find out the topics that resonate with you the call or contact center operator. I promised that once you voted for your favorite I would write the article post. Well you did your part and I did mine, you can read […]

Posted on January 18, 2011 in Call Center Consulting • Call centre consulting • Case Study • Contact center consulting • Contact Centre Ops • Customer Experience • Opinion • Quality • retention • Strategy • The Taylor Reach Group

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Leadership• Outsourced Quality Listening• poor service• Root Cause Analysis• Taylor Reach Group

While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. We were working in a mid- sized call center and discussing their customers. The company serviced urban, suburban and rural customers in the city […]

Posted on December 23, 2010 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Reach • Quality • Strategy • The Taylor Reach Group

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting• Call Center Management• Call Center Performance• Call Center Quality• Call Center Tools• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Outsourced Quality Monitoring

In the past issues, several efficiency indicators (such as AHT, ASA, Call volume and cost per calls) were discussed. At the time it was noted that most of the current contact centre operational indicators are focused around efficiency measurement as traditionally cost reduction has been the number one objective! In the last 15 years, however, […]

Posted on September 20, 2010 in Call Center Consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Opinion • Planning • Quality • Research • Strategy • Telecommunications • The Taylor Reach Group

Tags: Alignment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Experience• Customer Service Consulting• Leadership• Operational Management• Outsourced Quality Listening• Research• Strategy

Like culture, all companies deliver a Customer Experience. Also like culture, it isn’t always what the company intended. It is often a poor customer experience. Does your company deliver the promised customer experience? Do you have a document outlining what the Customer Experience is supposed to be?, No, Thats not surprising, few companies do. And […]

Posted on September 11, 2010 in Call Center Consulting • Contact Centre Ops • Outsourced Quality Monitoring • Quality • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Outsourced Quality• Outsourced Quality Listening• Outsourced Quality Monitoring• Outsourcing• Taylor Reach Group

DOES YOUR QA PROCESS WORK? Outsource your QA Monitoring The Taylor Reach Group Inc. (Taylor Reach) offers 3rd Party Quality Monitoring Service (3PQM) to selected clients. 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 […]

Posted on August 27, 2010 in Call Center Consulting • Case Study • Contact Centre Ops • Customer Satisfaction • Outsourced Quality Monitoring • People management • Quality • Strategy • Success • The Taylor Reach Group

Tags: Call Center Consulting• Case Study• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Satisfaction• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Outsourced Quality Monitoring• Outsourcing• Strategy• Taylor Reach Group

We have just published a new Case Study on Outsourced Quality Monitoring. This is a service we have been providing to a select number of clients for more than 5 years and now are rolling out. Outsource your QA Monitoring The Taylor Reach Group Inc. (Taylor Reach) offers 3rd Party Quality Monitoring Service (3PQM) to […]