Reach Your Call/Contact
Center Objectives,
All we do is Contact Center
Consulting

Quick Facts
Established in 2001,
4 Offices (Toronto, Atlanta, Sydney, New York),
All of our 20+ consultants possess 20+ years of
contact center operational and strategic
leadership experience,
30+ Awards for Excellence,
More 14,000 agent desktop worldwide running
TRG designed operational models
Vendor agnostic

Everything is Connected
Contact Centers are
1,000’s of moving and
interconnected parts
The inter-relationships
must be understood to
make change effective
Alignment to center
and corporate goals is
essential

Holistic Approach to Maximizing
Customer Facing Interactions

Customer Satisfaction is not a
Static Activity

What we Do
Contact Center Strategic Technology Selection
Assessments, Process Improvement,
Operational Model Knowledge Management,
Development, Site Selection
Outsourcing/Offshore Organization design &
Assessments, development,
In-Sourcing Assessments Best Practices
Home Agent Assessment

Guarantee
When implementing our recommendations,
we guarantee a 300% ROI within six
months!

Successes
$6 million in annual savings for a major Bank,
$1 million in first year savings for a Publisher,
$1.5 million saved through process re-engineering for a
major printer manufacture,
Creation of Strategic Plan for services company rolled
out to 25+ centers,
Transformed services center from Grade of Service
from 20% to 80% while reducing costs.
For an international retailer improved agent productivity
by 54% while reducing cost per contact by 47%

The Company we keep:

Contact Taylor Reach
www.thetaylorreachgroup.com
info@thetaylorreachgroup.com
Phone: 877-979-8692
Colin Taylor: CEO – Ext 200
ctaylor@thetaylorreachgroup.com
John Cockerill: President – Ext 201
jcockerill@thetaylorreachgroup.com