Contact Center Consultancy Assists Financial Services Leader in Outsource Selection

Taylor Reach Group

TRG’s Sourcing support ensures a robust, effective and merit based outsource selection process to identify the ‘best’ partner for your organization. Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection . Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) TRG) today announced that they will be assisting their client with Outsource Vendor Selection initiative.

7 Reasons You Need a Consultant when Looking for a New Contact Center Site

Taylor Reach Group

Why would you want to retain a consultant? What can a consultant really bring to the table that can assist your center and your organization when you a looking at moving or establishing a new center? Seven Reasons You Need a Consultant’s Expertise When Selecting a Contact Center Location. In a consultant lead process this bias is eliminated or at minimum identified and challenged. Consultants offer one final advantage in this or any consulting engagement.

Outsource Consultants Hires New Vice President of Global Sales

CSM Magazine

Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Outsource Consultants President, Corey Kotlarz says, “We are very excited to have Dave on board.

Assessing Your Outsourcing Services Maturity


Assessing Your Outsourcing Services Maturity. In the healthcare market, there is increasing demand for outsourcing services that can bring strategic insights , optimization, and efficiencies to critical operations, particularly among health plans.

Outsourcing: where did I go wrong? – by Tim Sunley


It was him who coined the name that gave me life; a label that has survived across 4 decades and has found its way into that ubiquitous status of being liberally deployed as noun, adjective, verb & adverb to name but 4 variations: outsourcing: my official job title.

Most Challenging Callers

Taylor Reach Group

While working on a call center consulting engagement with one of the largest garbage companies in the country we encountered what was likely the most difficult customer I have ever experienced. By Colin Taylor.

Quality Assurance in Your Contact Center

Taylor Reach Group

In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Quality is a critical support function in call and contact centers.

3 Standout Asia-Pacific Countries For Contact Center Outsourcing

Outsource Consultants

We have over 25 years of experience working in the call center outsourcing industry. For offshore contact center outsourcing, it’s hard to top a few of the countries located in Asia-Pacific. The post 3 Standout Asia-Pacific Countries For Contact Center Outsourcing appeared first on

Top Tier Customer Experience a Key Focus for new Taylor Reach Senior Consultant Patricia Ballantyne

Taylor Reach Group

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. The Taylor Reach Group, Inc.,

US Labor Shortages and the Growing Need to Outsource

Outsource Consultants

For that reason, more and more organizations are turning to nearshore and domestic outsourcing to fulfill their call center needs. Here are a few reasons why an outsourcing vendor might be right for you: 1) Money Talks.

Barriers to Innovation in DevOps, Part 2: Outsourcing Models


Part of our work in the Domain Consulting team is to advise Cyara customers on their Agile/DevOps journeys. Chief among these is funding structures and outsourcing models. In this post, I will examine the barriers represented by outsourcing models.

Top 10 Checklist for Selecting an Outsource Call Center Partner

Outsource Consultants

In today’s competitive business environment, many companies are realizing the benefits and cost efficiencies of outsourcing some or all of their call center activities to a third-party partner that specializes in professional, inbound, outbound, and BPO services. About Outsource Consultants.

Nearshore Contact Center Outsourcing Spotlight: Peru, Argentina, Paraguay, and Uruguay

Outsource Consultants

Nearshore Contact Center Outsourcing Spotlight: Peru, Argentina, Paraguay, and Uruguay. The Philippines has dominated the offshore outsourcing market for the last decade and has become the largest outsourcing market in the world. outsourcing vendors.

3 Consulting Strategies to Improve Call Center Performance

Outsource Consultants

3 Consulting Strategies to Improve Call Center Performance. Outsource Consultants provides call center consulting services and we have some insights into how we approach helping our clients. Need consulting services to improve call center performance?

What Call Center Metrics mean to Customers

Taylor Reach Group

AHT ASA Call Center Consulting Call Center DIY Call center Humor Call Center Management Call Center Tools Call centre consulting Contact Centre Ops Customer Experience Customer Satisfaction FCR Forecasting- WFM Opinion Outsourced Quality Monitoring Quality retention Strategy Technology Colin Taylor Contact Center Consulting Contact Center Management Contact Center Strategy Customer Service Consulting Operational Management Taylor Reach GroupBy Colin Taylor.

Nearshore Contact Center Outsourcing Spotlight: Costa Rica and Panama

Outsource Consultants

There’s been a surge in popularity with nearshore contact center outsourcing locations. These locations are stable, safe, and mature outsourcing markets that can offer great value. The post Nearshore Contact Center Outsourcing Spotlight: Costa Rica and Panama appeared first on

Nearshore Contact Center Outsourcing Spotlight: Tijuana

Outsource Consultants

Because of this and the fact that companies have been putting more emphasis on customer service quality, Nearshore outsourcing has a spike in popularity over the last five years. If you want to reduce contact center costs by up to 50% while staying as close as possible to the United States, one of your best options is outsourcing with a Tijuana contact center. Manage quality assurance oversight for their outsourcing provider.

Managed Operations & Seat Leasing: Alternatives to Traditional Call Center Outsourcing

Outsource Consultants

For many organizations, call center outsourcing is a great solution to reduce costs while improving scalability and customer service. The post Managed Operations & Seat Leasing: Alternatives to Traditional Call Center Outsourcing appeared first on

Nearshore Contact Center Outsourcing Spotlight: Guatemala, Honduras, and El Salvador

Outsource Consultants

We have seen a demand for nearshore contact center outsourcing locations. Honduras is great for companies because of its competitive labor wages, their government is supportive of the outsourcing industry, and their world-class fiber optic technology.

Nearshore Contact Center Outsourcing Spotlight: Mexico, Chile, and Belize

Outsource Consultants

Nearshore outsourcing in Latin American countries (Caribbean, Mexico, and South America) has been growing rapidly over the last several years. The primary hub for contact center outsourcing in Belize is Belize City, home to a high percentage of the country’s 333,200 people.

Why use call monitoring in your call center

Quality Contact Solutions

Articles Call Center Monitoring Consulting and Outsourced Telemarketing QA Quality Assurance Best Practices Quality Assurance Outsourcing Telemarketing ServicesBy Marcia Jenkins, Senior Operations Manager. For Quality Assurance and Training purposes, this call may be monitored… One of the best practices for ensuring quality and consistency of customer experience is to utilize call monitoring. What is Quality Assurance Call Monitoring? What is call monitoring ?

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. The following are six major KPIs to use as a starting point to effectively manage your outsource call center.

When It's Time to Call in the Big Guns When Outsourcing Technology

City Communications

When Should I Turn to Outsourced Technology Help? If your current IT department is stretched to the limit and hiring more staff is out of the question, outsourced technology help can be just what the doctor ordered. Outsourcing technology help is not a one-size-fits-all operation.

Is It Time for Your Contact Center Check Up?

Taylor Reach Group

” They are thinking and assuming that this consultant has finally lost touch with reality. Should we be looking at alternatives, for instance home agents or outsourcing? By Colin Taylor.

Finding the Right-Size Outsource Call Center Partner

Outsource Consultants

There are many factors that go into selecting an outsource call center partner, including location, quality, scalability, price, culture, and many other criteria. For example, an outsource call center may be very large with a successful track record of working with numerous Fortune 500 companies, but this could mean that a small or mid-sized company wouldn’t have as much priority in a partnership (i.e., Considering adding a new outsource call center partner in 2018?

Nearshore Contact Center Outsourcing Spotlight: Bahamas, Jamaica, and the Dominican Republic

Outsource Consultants

We have seen a demand for nearshore contact center outsourcing locations. Jamaica is known by many as a great place to travel due to its tropical climate and beautiful beaches, but it’s also a great place to outsource your call center services.

14 Questions you Need to ask when Considering Call Center Consolidation

Taylor Reach Group

If you are going to be making large volumes of outbound calls then a dialer may be appropriate or should these services be outsourced on an as-needed basis? For more information please contact us or book a free 1-hour consultation. By: Colin Taylor. Consolidating Contact Centers.

6 Key Criteria to Select an Outsource Call Center to Improve Customer Experience

Outsource Consultants

However, a big reason for this is often that companies have not selected the outsource call center that aligns best with their culture or can meet their service requirements and quality objectives. Call center outsourcing can improve customer loyalty, but companies need to ensure they’re properly vetting their potential partners before making a selection. Evaluate the outsource call center’s practices used to maximize performance.

Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

EPIC Connections

Fifteen years later, our company is a notable industry mainstay whose team of veteran consultants continuously turn that hum into a harmonious soundscape that delivers superior customer experiences.

The Fundamental Guide to the Contact Center RFP


Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) Once you’ve identified your most important stakeholders, you need to work as a team to establish what the goals are in sourcing a new outsourcer.

How Can You Visualize the Future of BPOs?

Dialer 360

They might include the contact center business and outsourcing nowadays. Strategic Future Of Business Process Outsourcing. Necessarily work gets the best outsource to remote and location with work as automation qualities. Best business process outsourcing is service providers.

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings


The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants. Call Center Tips BPO Call Center call center innovation Call Center Outsourcing Call Center Solutions call center technologies

Major Retailer Appoints Taylor Reach Group to Design Contact Center Operating Model

Taylor Reach Group

CX and Contact Center Consulting firm working with major retailer to establish the most cost-effective, customer experience focused operational model for the Contact Center. a globally recognized CX and Contact Center consulting firm, announced today that they are working with a major North American retailer to redesign their Contact Center operating model. Established in 2003, Taylor Reach Group is an internationally acknowledged and leading CX and Contact Center consulting firm.

Drive to 15 – How Minimum Wage Increases Will Impact Businessess & Contact Centers

Taylor Reach Group

These in-house Centers generally pay more than their outsourced compatriots and many are already paying more than minimum wage and maybe near or above the $15 per hour threshold so the effect will be less dramatic. Many outsource or third party Contact Centers pay at, or near minimum wage.

4 Contact Center Reports to Start Off Your Year


the outsourcing sector has been very quick to embrace cloud technology, with the very nature of their business is a cultural fit with the idea of letting a third-party take control of non-core…”. Who wrote it: DMG Consulting, sponsored by Serenova.

Why Healthcare Providers Should Work with TeleDirect


With so much to do – and so little time to accomplish these pressing tasks – your own healthcare organization knows the value of competent, reliable, always-ready outsourced business process outsourcing (BPO) solutions.

Report: Tech Vendors: Product and Relationship Satisfaction, 2018

Customer Experience Matters

Google, Oracle outsourcing, and Microsoft servers earned the top overall scores, while Autodesk, ADP outsourcing, and Fujitsu received the lowest overall scores. B2B CX Benchmarks Bruce Temkin Research Tech Vendors Temkin Group Research ADP Citrix Computer Sciences Corporation CSC Deloitte EDS EMC Fujitsu Hitachi IBM SPSS McAfee NetApp Novell Pitney Bowes Red Hat SAS Institute Siemens Sun Microsystems Sybase Tata Consulting Services Trend Micro VMware

Membership Telemarketing: Telemarketing Laws Compliance

Quality Contact Solutions

Angela Garfinkel is the President and Founder of Quality Contact Solutions, a leading outsourced telemarketing services organization serving the healthcare, financial services, automotive, market research, professional associations and numerous other B2B focused verticals.

Irma and Harvey, Test Disaster Preparedness, Recovery and Business Continuity

Taylor Reach Group

One outsourcer we know redirected calls between two geographically diverse centers quarterly as a live test of re-routing and to ensure a level of proficiency. Business continuity Call Center Consulting Call Center Management Call Center Performance Disaster RecoveryBy: TRG Team: John Cockerill , Colin Taylor , Turaj Seyrafiaan , Peg Ayers , Garry Schultz , JD Fairweather . A disaster? It’ll never happen to your business or Contact Center.

Evaluating Call Center Companies: A Baseline Test

EPIC Connections

Call center outsourcing companies may appear all the same on the surface, so it’s important to tease out the differences. Large, tier-1 international outsourcers serve the world’s biggest brands, while mid-size, tier-2 outsourcers serve large and mid-size brands.