Engagement Expert Joins Leading Call Center Consulting Firm

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Terry Mirza Call Center Engagement Expert Joins Leading Call Center Consulting Firm: The Taylor Reach Group. Terry previously worked with Fed Ex, CIBC and Rogers

Mr. Colin Taylor, The Chairman and CEO of The Taylor Reach Group, Inc. today announced that Terry Mirza has joined the call center consulting and customer service consulting firm effective immediately.

Terry began his call center career over 20 years when he managed the very first stand alone call centre for FedEx Canada. Terry spent 12 years at FedEx in progressively senior roles. Terry was responsible for implementing IVR to offer self-serve options to FedEx’s customers – a first in the Canadian courier industry.
Terry also implemented 1-800-Go-FedEx – one of the first multi-site 800 numbers in Canada. 1-800-Go-FedEx has become a worldwide marketing success for FedEx. Terry implemented the Advance Performance Management Program (APMP) in the Vancouver call centre, one of the first quantitative quality programs in North America.

Terry’s professional experience includes, CIBC & Rogers. While at CIBC, Terry implemented an employee centric, customer focused culture that resulted in the help desk attaining best-in-class ranking by McKinsey & Co for employee and customer satisfaction. At Rogers, Terry was responsible for the build and ramp up two 500 seat call centres in the GTA.

“We are excited to have Terry on board”, said Taylor, “His passion for employee engagement and delivering customer satisfaction through engaged and motivated teams will enhance the services we offer today to our clients”.

Terry has a strong background in building best-in-class call centre operations. He also had deep knowledge of call centre technologies and processes. Most importantly Terry is passionate about helping to build best in class customer service organizations.

Terry holds a bachelor of Computer Science degree from York University and an MBA from University of Toronto. Terry is also a Certified Process Engineering Specialist (Six Sigma Black Belt).

“We are so confident in our capabilities that we back our work with an ROI (Return on Investment) guarantee”, says Taylor, “When we make a recommendation and our clients ask us to implement it, we guarantee a 300% Return on Investment.”

“Taylor Reach has recently signed new agreements with clients in the technology, supply chain, and financial service industries”, Taylor said.

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Colin Taylor
Taylor Reach
416-979-8692 ext. 200
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