Why Choose Taylor Reach Consulting Services? Optimize your Call/Contact Center operation

Transcription

1 Why Choose Taylor Reach Consulting Services? Optimize your Call/Contact Center operation

2 Table of Contents Presentation agenda breakdown Where we can help expert assistance (slide 3) Key differentiators (slides 4-6) Partnerships - Vendor agnostic (slide 7) +100 Net Promoter Score (NPS) 2016 (slide 8) Risk free, guaranteed services (slide 9) Clients companies of all shapes and sizes across many verticals (slides 10-12) Strategic assessment process (slide 11) o TRGs 4 pillars of Contact Center excellence (slide 12) o Assessment approach (side 13) o Strategic assessment approach (slide 14) o Methodology (slide 15) o Project Management framework (slide 16) o Report outline sample (slide 17) Company bios expert consultants (slide 18) Case studies proven results Thank you contact info

3 Where we can help Expert Assistance Contact Center Strategic Assessments Contact Center Audits Customer Service and Customer Experience Strategy and Design Technology Selection Operational Model Development Omni-Channel, Multi-Channel Process Improvement Knowledge Management Site Selection Organizational Design & Development Best Practices Outsourcing/Offshore Assessments In-Sourcing Assessments Home Agent Assessment

4 Why Taylor Reach? Key Differentiators Professional, established, reputable company o Established in 2003 o Nearly 15 years of proven results o Professional service firm with deep expertise in call/contact center industry customer experience and service Est You get the people who know what to do because they ve been where you are. o Expert TRG Consultant each have between years of call center operational management experience

5 Why Taylor Reach? Key Differentiators - Continued Taylor Reach design operational models o14,000 + agent desktops worldwide employing 14,000+ agent desktops worldwide! 30+ awards for call center operational excellence Acknowledged leaders in Contact Center and Customer Experience Consulting

6 Why Taylor Reach Key Differentiators - Continued Reference-able successes owe say what we will do and then do what we said I have worked with Colin and TRG and they delivered what they promised, when promised, on budget and delivered the promised improvements. I wouldn t hesitate to recommend TRG to any organization who wished to improve the effectiveness and efficiency of their call center operation Gary Sova, Corporate VP of Marketing and Sales, Republic Services, Inc.

7 Partnerships Vendor Agnostic At Taylor Reach we have no technology/other partnerships As consultants, the only organization paying us, should be our client Deep industry connections keep us current with technology and approaching changes Partnering with individual consultants as part of our virtual team, complements our skills and knowledges where required

8 +100 Net Promoter Score (NPS) Taylor Reach s NPS score is an impressive +100 o a perfect score Truly remarkable o A Net Promoter Score of +30% is truly excellent for B2B o A score of +35 is the top quartile of all B2B NPS scores

9 Risk Free, Guaranteed Services We back our performance by offering risk free services: Guaranteed 400% ROI and 100% Self- Funding You will achieve a minimum of 400% ROI in just 6 months Because of this guarantee on ROI, we have never failed to 100% self-fund our assurances

10 Banking & Insurance B2B / B2C Retailers Transportation & Construction

11 Business Technology Telecommunications Publication Pharmaceutical

12 Government Energy Non - Profit Service

13 Strategic Assessment Process

14 TRGs 4 Pillars of Contact Center Excellence

15 Assessment Approach Data Gathering Snapshotz, stakeholder interviews, on-site analysis Best Practice assessment Snapshotz Define current state, across: People, Process Technology, and Methodology Define future state and gap through observations improvement opportunities and comparison to best practice Outline roadmap to progress from current state to future state Provide specific and actionable recommendations

16 Strategic Assessment Approach Use Snapshotz 700+ data points gather the data quickly and effectively maximise on site time to key areas of interest. Data provides: benchmark against other similar organizations for comparison and context. Consultants collect and analysis data consistence to ensure all center elements are reviewed.

17 Sections and subsections for in depth analysis of all areas Advanced auditing options In depth, customizable, prioritizable questions

18 Delegate functionality General questions to ask within each section and subsection Assign individual & priority tasks Opportunity to address additional, specific questions Downloadable detailed report: tasks, assignments, target dates

19 Project site o Established to provide complete transparency for clients and consultants o Enable single point of reference for work, documents and tasks Weekly ½ hr. meetings o either by phone or in-person to keep tasks on time and on track. Project plan Methodology o meeting minutes published to project site each week. Structured on-site, off-site meetings and activities o promotes more effective project operation and minimizes time erosion among team members

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21 Report Outline - Sample Major Areas of Coverage: People, Process, Technology, Methodology. Recommendations included: Quick wins, Anticipated Benefits, Capital Costs and high level ROI (where possible), Organizational Change to support achievement of objectives

22 Colin Taylor CEO & Chief Chaos Officer Success with Companies of all Shapes and Sizes: Acknowledged as leader and influencer on topics of call/contact center, customer service, customer experience Experienced senior executive, 35+ years 30+ awards for excellence in contact center management Recognized in global 1000 for customer service Recognized in top 15 NPS and Customer Service thought leaders Publisher of call center, customer service/experience articles Since 2003 Colin has led Taylor Reach to success: Call/Contact Center and Customer Experience Consulting Organizational redesign, strategy development, performance improvement Operational models Currently 14,000 + agent positions globally operating under Taylor Reach designed models Leader of successful operations and sales team

23 John Cockerill President Acknowledged contact center leader Success with Companies of all Shapes and Sizes: 30+ years of contact center experience domestic & international Award winner for operational excellence Credible consultant on sales, marketing and customer service operations Before leading Taylor Reach to success: Strategic planning and day-to-day operations Bank of Canada Client Service Center & EDS o Spearheaded changes required to meeting and maintain service levels o Managed explosive growth with key programs Sales and marketing Watts Communications Ltd o Helped Watts become one of Canada s leading suppliers of outsources call center services Managed 20 Telefundraising Centers leading charity o 6 years with his own consulting practice o Stints with direct marketing agencies and Compusearch for 5 years

24 Bruce Lebowitz Vice President Acknowledged Contact Center and Branding expert 20+ years of contact center experience consulting and client sides Success with Companies of all Shapes and Sizes: Credible marketing strategist Expertise in creating compelling conversations Before leading Taylor Reach to Success Founded and grew Teleweb call center practice for Ogilvy & Mather Major accounts: American Express, SAP, DHL, IBM, Cicso, Baraclays, Time Warner Cable and many pharmaceutical companies Managed a Call Center for a healthcare start up Managed all call-center marketing for BarclayCard top credit card issuer in US Managed marketing strategy practice Developing relationship marketing program Integrating call center experience with online marketing programs Since 2009 Bruce has been a part of Taylor Reach to success stories: Successful programs for many Fortune 500 companies Creating strategies and bringing them to life in the market Creating great brands and developing effective customer dialogues Working with operations staff to create programs that deliver excellent CX

25 Turaj Seyrafiaan Senior Consultant Acknowledged as leader in call and contact center best practices Successful project management Facilitation skills and teamwork approach Highly analytical skills and ability to maintain focus on the outcome Success with Companies of all Shapes and Sizes: Before leading Taylor Reach to Success Project Management, benchmarking and consulting Bell Canada Operated successful consulting practice The Pearl Advisory Group Call center consulting services to organizations across Canada Benchmarking studies call centers, sales force, maintenance Process optimization Developing business models and business analysis Designed and facilitated numerous workshops on customer care related issue Since 2007 Turaj has been a part of Taylor Reach success stories

26 Case Study Major Australian Bank: Customer Interaction/ Call Center processes - $5 million of operational efficiencies 1) Challenge 2) Process A national network of call centers Significant staff turnover Unhappy customers Uncertainty of outsourcing benefits and challenges Fundamental gaps in the process maps Invalid assumptions being employed in defining the objectives and means to attaining these objectives. 3) Solution 4) Results state of the art, best of breed technologies invested heavily in self-service and workforce management solutions. Vetter and re-engineered process maps, procedures and operational methodology Streamlined use & application of existing technology implemented a limited outsource relationship Significant in terms of scope due to many centers and thousands of agents: Full end-to-end review of each of the movingparts within the call center infrastructure assessed the people in the call centers: skills and competencies, processes, procedures, operational methodologies, technologies, quality and service practices and business objectives improved customer satisfaction reduced turnover & improved employee morale leveraged enhanced benefits from their technology investments outsource relationship allowing more control on the call patterns arriving in captive centers improved the center performance, as well as employee morale leveraged technology and outsourced combined to total more than $5,000,000 in annual operational cost savings!

27 Case Study Major Australian Publisher: Reducing Operating Costs While Improving Service Levels & Satisfaction 1) Challenge 2) Process Reduce call center operating costs, improve service levels and end-user satisfaction Rising call volumes and costs Internal and outsourced resources stretched Service & quality levels extremely low 3) Solution 4) Results Calls removed from existing internal and outsource centers moved to new outsourcer Training base on competencies Call volumes subsided Call length and resolution rates new record highs Service and quality targets achieved Complete review of existing processes and procedures In-depth study: call arrival patterns, causal events, full operational audit Redesign process metrics proposed Reduced call center costs by 50% ($1,000,000+) Maintained industry leading service & quality performance Teleperformancy Grand Prix Gold Award for Customer Service

28 Case Study Major technology focused BPO firm Operational Model Re-Design Strategic Assessment of BPO Contact Centers 1) Challenge 2) Process 8 contact centers, 3 continents, agents Growth stalled Margins under pressure Decreasing stock price trend 3) Solution 4) Results Visited 6 contact centers on 3 continents Full end-to-end review of each moving part within center infrastructure Assessment of people (skills and competencies), processes, procedures, operational methodologies, technologies, quality and service practices, business objectives Costly, inefficient traditional approach had many clients represented by small team Increased productivity - combined small teams into larger shared services work groups Radical shift in operations: Significant efficiency and operational improvements $10,000,000 + in annualized savings

29 For more case studies, click the links below Case Study Outsourced Quality Monitoring Hyper Link TRG Helps Bank With Consistent Quality Listening Re-imaging a Service Model Transforming Retail E- Commerce From B2B Call Center to B2C E-Commerce Call Center Call Center Training Redesign Zero to Contact Center in 20 Days Utility Contact Center In-Sourcing Designed New Operational Model for tech BPO Improved Service Quality, Reduced Costs and Created a Profit Center at Specialty Retailer TRG Helps Major Music Company Develop B2C E-Commerce in less than 60 Days TRG Exceeded Expectations of Major Footwear Company Minor Changes Have Major Impact on Service Offerings and Product Development Helped Major Utility to Design Contact Center form the Ground Up

30 Thank you For more information: visit our website, give us a call or send us an we re always happy to hear from you!