Performance automotive leader selects Contact Center Consultancy to develop road-map for improved customer experience

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The Taylor Reach Group is administering a Strategic Assessment for a leader in high-performance automotive fuel systems. The consultancy will conduct an essential health check of the manufacturer’s customer experience and Contact Center operations.

“Contact centers across many industries share many of the same tools, processes and functions, each center and customer service operation is unique. That’s why we don’t use a cookie cutter approach at Taylor Reach, but rather create bespoke solutions specific to our clients’ needs.”

CX and Contact Center consultancy, The Taylor Reach Group, Inc. (TRG), announced they are administering a Strategic Assessment for a leader in high-performance automotive fuel systems. The consultancy will conduct an essential health check of the US-based manufacturer’s customer experience and Contact Center operations.

“We use a hands-on, holistic approach to assess the interaction experience and review all elements of the contact center. We uncouple the ‘thousand moving parts’ of the contact center and identify every element that contributes to the customer experience, and the effectiveness, and efficiency of the contact center operation,” said CEO and Chief Chaos Officer of TRG, Colin Taylor.

Taylor Reach; who recently published a comprehensive research report on the impact of the COVID-19 pandemic on contact center operations; leverages first party and third party research and a proprietary methodology of People, Process, Technology and Methodology in its assessments. The Strategic Assessment compares current contact center practices to best practices, identifies strengths and opportunities, then creates a road-map of sprints that take the Contact Center organization to their future state.

“Contact centers and customer communications operate within a complex set of interrelated processes and activities, connected in sometimes subtle but critical ways.” said Taylor. Balancing the expectations of the customer, and delivering the desired customer experience, while meeting the needs of the business can be a challenge. “Contact centers across many industries share many of the same tools, processes and functions, each center and customer service operation is unique. That’s why we don’t use a cookie cutter approach at Taylor Reach, but rather create bespoke solutions specific to our clients’ needs.”

The Strategic Assessment begins with auditing the Contact Center against the world’s largest best-practice dataset.

With this benchmarking in place, Taylor Reach’s decades of operational experience is then combined with an organization-wide analysis and stakeholder interviews to ensure a thorough understanding of operations from which a prescriptive approach to capture improvement opportunities can be developed.

About The Taylor Reach Group, Inc.

Taylor Reach Group is a globally recognized Contact Center and Customer Experience consulting firm specializing in sourcing strategies, customer experience, customer service/support, and Contact Center assessments. Established in 2003, the consultancy aligns proprietary approaches specific to clients’ organizational goals and objectives. TRG’s vendor agnostic team has a deep understanding of all aspects of Contact Center operations, as each consultant possessed a minimum of 20 years of hands-on Call Center operational management experience. Our clients value our approach and results as is reflected in NPS scores or between +88 and +100 over the past five years. To learn more, visit thetaylorreachgroup.com.

Media contact: For more information contact Steve Baric via phone: 1-866-334-3730 Ext 112 or email: sbaric@thetaylorreachgroup.com

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Steve Baric
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