India was the clear leader in business processing outsourcing (BPO) as the country addressed the call center operations of many global companies in IT, finance, hospitality and other industries. But the Philippines has been taking market share because of the neutral accent of the English that Filipino's speak. This has led Indian companies to start providing more technical jobs by taking advantage of the highly educated workforce within the country. As BPO companies go through this transition, the Taylor Reach Group has announced it is expanding to the Indian market to consult on contact center solutions. Additionally, Anand Morab will be joining the company.
The Taylor Reach Group is a consulting firm that helps solve global contact center, call center and customer experience challenges by serving organizations that have anywhere from five to 10,000+ agents. This includes Fortune 500 and Global 1000 firms, as well as small and medium-size businesses by providing consultants with decades of experience to deliver the best contact center solutions in order to address call center or contact center goals for the desired customer experience.
The expertise the company provides will be used throughout India to offer valuable information for organizations looking to address the challenges they face. This includes slowing down or completely stopping the rate of attrition that's taking place in the country with better service and deploying the latest contact center solutions available in the marketplace.
In addition to the expansion, the company's CEO Colin Taylor also announced the addition of Anand Morab to the firm in order to help support brands that are operating in India. Taylor said, “Anand brings substantial contact center and leading edge training development to Taylor Reach. Having supported the customer experience for more than 20 years, Anand is highly experienced with consulting, program development, management, adult learning and so much more.”
The experience Morab brings in implementing leading, internal communication systems and processes, as well as cutting-edge knowledge management initiatives, will be crucial to change the perception of the current state of the Indian BPO industry.
According to the company, Morab is going to be looking to bring new generation contact center solutions by integrating artificial intelligence (AI), machine learning and deep learning with neural networks into the customer experience, call center and contact center domains to complement the Indian workforce and improve services across the board.
Taylor added, “Anand’s contact center and technology experience will secure Taylor Reach’s continuance of assisting clients to meet and exceed their call center and customer service goals.”
The Taylor Reach Group provides comprehensive contact center consultancy with a snapshot of the customer experience along with call/contact center strategic assessment, technology acquisition, e-learning, site selection, interim management and much more.