Contact Center Solutions Featured Article

November 09, 2007

Contact Center Consulting Services 'On Demand'

By Calvin Azuri

Taylor Reach Group (TRG), a Toronto-based call and contact center consulting and advisory services, has announced the launch of its on-demand services for call and contact center operators. 
 
Colin Taylor, CEO of TRG, said his company provides services to its clients that include the equivalent of a “Call a Friend Lifeline,” referring to the popular game show, Who Wants to be a Millionnaire? 
 
TRG has developed a business model with a number of their clients that involves them calling them each month, just before meeting with senior management, to discuss their performance and/or review their plans and upcoming activities. The calls allow the clients to get an independent perspective on their services, performance, budgets, or plans. In as little as three or four hours each month, they are able to get a handle on their situation and add value to their thinking and decision making process.
 
Now, TRG has decided to expand the scope of this offering and provide its ‘On-Demand’ Advisory services to all call and contact center operators, and not just to their existing clients. Each customer will provide TRG with a 90-minute briefing on the issues, challenges, plans, goals, and objectives of the center, and will provide TRG with plans, budgets, reports etc. TRG will spend two hours reviewing, assessing and critiquing these documents, and will then deliver a two-hour review meeting via telephone or Web conference. This service is available on a one-year subscription basis for $12,000, and TRG guarantees the customer will see real value or it will cancel the service and provide a full refund.
 
Taylor announced that the ‘On-Demand Advisory service’ is strictly limited to 25 customers, so there would be no adverse impact to other TRG clients, and the first ten customers who sign up for the program will receive a 20 percent discount from the regular rates. All the services will be provided by experienced consultants with a minimum of ten years of call/contact center management experience. They know that everyone can use an expert in their corner and a trusted advisor who understands their particular challenges, and that is the exact role they play.
 
TRG clients staff more than 14,000 agents in their centers globally, which are operating on TRG designed operational models. TRG operates offices in Toronto, Atlanta and Sydney Australia and services centers of all sizes and disciplines. Today
 
Calvin Azuri is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
 
Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.


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