Trg Credentials 10 6 Us

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Trg Credentials 10 6 Us

  1. 1. Reach Your Call/Contact Center Objectives, All we do is Contact Center Consulting
  2. 2. Quick Facts <ul><li>Established in 2001, </li></ul><ul><li>4 Offices (Toronto, Atlanta, Sydney, New York), </li></ul><ul><li>All of our 20+ consultants possess 20+ years of contact center operational and strategic leadership experience, </li></ul><ul><li>30+ Awards for Excellence, </li></ul><ul><li>More 14,000 agent desktop worldwide running TRG designed operational models </li></ul><ul><li>Vendor agnostic </li></ul>
  3. 3. Everything is Connected <ul><li>Contact Centers are 1,000’s of moving and interconnected parts </li></ul><ul><li>The inter-relationships must be understood to make change effective </li></ul><ul><li>Alignment to center and corporate goals is essential </li></ul>
  4. 4. Holistic Approach to Maximizing Customer Facing Interactions
  5. 5. Customer Satisfaction is not a Static Activity
  6. 6. What we Do <ul><li>Contact Center Strategic Assessments, </li></ul><ul><li>Operational Model Development, </li></ul><ul><li>Outsourcing/Offshore Assessments, </li></ul><ul><li>In-Sourcing Assessments </li></ul><ul><li>Home Agent Assessment </li></ul><ul><li>Technology Selection </li></ul><ul><li>Process Improvement, </li></ul><ul><li>Knowledge Management, </li></ul><ul><li>Site Selection </li></ul><ul><li>Organization design & development, </li></ul><ul><li>Best Practices </li></ul>
  7. 7. Guarantee <ul><li>When implementing our recommendations, we guarantee a 300% ROI within six months! </li></ul>
  8. 8. Successes <ul><li>$6 million in annual savings for a major Bank, </li></ul><ul><li>$1 million in first year savings for a Publisher, </li></ul><ul><li>$1.5 million saved through process re-engineering for a major printer manufacture, </li></ul><ul><li>Creation of Strategic Plan for services company rolled out to 25+ centers, </li></ul><ul><li>Transformed services center from Grade of Service from 20% to 80% while reducing costs. </li></ul><ul><li>For an international retailer improved agent productivity by 54% while reducing cost per contact by 47% </li></ul>
  9. 9. The Company we keep:
  10. 10. Contact Taylor Reach <ul><li>www.thetaylorreachgroup.com </li></ul><ul><li>[email_address] </li></ul><ul><li>Phone: 877-979-8692 </li></ul><ul><li>Colin Taylor: CEO – Ext 200 </li></ul><ul><li>[email_address] </li></ul><ul><li>John Cockerill: President – Ext 201 </li></ul><ul><li>[email_address] </li></ul>

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