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

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Page 1: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Why ChooseTaylor Reach

Consulting Services?Optimize your Call Center/Contact Center Operations

Page 2: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Table of

ContentsPresentation 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 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

Page 3: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Where we can help

• Contact Center Strategic Assessments

• Contact Center Audits

• Customer Service and Customer Experience Strategy and Design

• Technology Acquisition & Selection

• Operational Model Development

• Omni-Channel, Multi-Channel

• In-Sourcing Assessments

Expert Assistance

• Home Agent Assessment

• Process Improvement

• Knowledge Management

• Site Selection

• Organizational Design &

Development

• Best Practices

• Outsourcing/Offshore Assessments

Page 4: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Why Taylor Reach?

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

You get the people who know what to do because they’ve been where you are.

o Expert TRG Consultant each have between 20 - 35 years of call center operational management experience

Key Differentiators

Est. 2003

Page 5: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Taylor Reach design operational modelso14,000 + agent desktops

worldwide employing

30+ awards for call center operational excellence

Acknowledged leaders in Contact Center and Customer Experience Consulting

Why Taylor Reach?

Key Differentiators - Continued

14,000+ agent

desktops worldwide!

Page 6: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Reference-able successes - we say what we will do and then do what we saidKey Differentiators - Continued

“…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” –Corporate VP of Marketing and Sales, Republic Services, Inc.

“…TRG’s ability to govern all aspects of the project journey is best in class. Weekly report activity,

project management, and follow up were so seamless, I found myself saying.. “I don’t have any

changes.. “ as they captured everything I threw out and got it right the first time!...” – Director of Client

Experience, Beauty Counter

“…Certainly a part of the credit for our 70% revenue increase over last year is

due to Colin and The Taylor Reach Group.” – President, TCP Direct Inc.

We were very satisfied with The

Taylor Reach Group’s work as they helped shape a much more

productive and profitable Customer

Service Dept. At Aldo. – VP, Aldo

Page 7: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

• As consultants, the only organization paying us, should be our client

• We recommend the best solution for our clients and there unique requirements. One size does not fit all

• Deep industry connections and an ongoing vendor education program, keep us current on technology and approaching changes

Partnerships – Vendor Agnostic

At Taylor Reach we have no technology or outsource partnerships

Page 8: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

• Taylor Reach’s NPS score is an impressive +100o 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

+100 Net Promoter Score (NPS) - 2016

Page 9: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

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

• We have never failed to 100% self-fund our assurances

Risk Free, Guaranteed Services

Page 10: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Banking & Insurance B2B / B2C Retailers Transportation & Construction

Page 11: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Business Technology PublicationTelecommunications

Health/ Pharma

Page 12: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Government Non - ProfitEnergy

Service

Page 13: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

1.0 Strategic Assessment Process

Page 14: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

TRGs 4 Pillars of Contact Center Excellence

Page 15: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

• 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

Assessment Approach

Page 16: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

• Use World’s largest contact center best practice dataset - 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.

Strategic Assessment Approach

Page 17: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Sections and subsections for in depth analysis of all areas

Advanced auditing options

In depth, customizable, prioritizable questions

Page 18: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

General questions to ask within each section and subsection

Opportunity to address additional, specific questions

Delegate functionality

Assign individual & priority tasks

Downloadable detailed report: tasks, assignments, target dates

Page 19: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

• Project collaboration site

o Established to provide complete transparency for clients and consultants

oEnable 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

omeeting 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

Methodology

Page 21: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

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

Report Outline - Sample

Page 22: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Colin Taylor –

CEO & Chief Chaos Officer

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

Success with Companies of all Shapes and Sizes:

Since 2003 Colin has led Taylor Reach to success:

• Call/Contact Center and Customer Experience Consulting

• Organizational redesign, strategy development, performance improvement

• Operational models

o Currently 14,000 + agent positions globally operating under Taylor Reach designed models

• Leader of successful operations and sales team

Page 23: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

John Cockerill – President

Acknowledged contact center leader

• 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

Success with Companies of all Shapes and Sizes:

Page 24: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Bruce Lebowitz – Vice President

Acknowledged Contact Center and Branding expert

• 20+ years of contact center experience – consulting and client sides

• 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

Success with Companies of all Shapes and Sizes:

Page 25: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

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

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

Success with Companies of all Shapes and Sizes:

Page 26: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

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.

Significant in terms of scope due to many centers and thousands of agents:• Full end-to-end review of each of the ‘moving-

parts’ 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

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

• 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!

Case Study – Major Australian Bank:Customer Interaction/ Call Center processes - $5 million of operational efficiencies

Page 27: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

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

• Complete review of existing processes and procedures

• In-depth study: call arrival patterns, causal events, full operational audit

• Redesign process – metrics proposed

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

• Reduced call center costs by 50% ($1,000,000+)

• Maintained industry leading service & quality performance

• Teleperformancy Grand Prix Gold Award for Customer Service

Page 28: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

Case Study – Major technology focused BPO firmOperational Model Re-Design – Strategic Assessment of BPO Contact Centers

1) Challenge 2) Process

8 contact centers, 3 continents, 2500+ agents• Growth stalled• Margins under pressure• Decreasing stock price trend

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

3) Solution 4) Results

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

Page 29: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

For more case studies, click the links below

Case Study Hyper Link

Outsourced Quality Monitoring TRG Helps Bank With Consistent Quality Listening

Re-imaging a Service Model Designed New Operational Model for tech BPO

Transforming Retail E- Commerce Improved Service Quality, Reduced Costs and Created a Profit Center at Specialty Retailer

From B2B Call Center to B2C E-Commerce Call Center

TRG Helps Major Music Company Develop B2C E-Commerce in less than 60 Days

Call Center Training Redesign TRG Exceeded Expectations of Major Footwear Company

Zero to Contact Center in 20 Days Minor Changes Have Major Impact on Service Offerings and Product Development

Utility Contact Center In-Sourcing Helped Major Utility to Design Contact Center form the Ground Up

Page 30: Why Choose Taylor Reach Consulting Services? · 2017. 7. 12. · •Partnerships - Vendor agnostic (slide 7) •+100 Net Promoter Score (NPS) –2016 (slide 8) •Risk free, guaranteed

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