why choose taylor reach consulting services? · 2017. 7. 12. · •partnerships - vendor agnostic...
TRANSCRIPT
Why ChooseTaylor Reach
Consulting Services?Optimize your Call Center/Contact Center Operations
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
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
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
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!
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
• 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
• 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
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
Banking & Insurance B2B / B2C Retailers Transportation & Construction
• 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
• 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
Sections and subsections for in depth analysis of all areas
Advanced auditing options
In depth, customizable, prioritizable questions
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
• 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
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
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
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:
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:
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:
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
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
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
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
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!