ApexCX

Turaj Seyrafiaan

Senior Consultant

Turaj is a Senior Consultant at ApexCX. He began his career with Bell Canada in 1989, progressing through a number of project management, benchmarking and consulting roles.

Call Center Operational Assessments Process Design & Optimization Training Workshops Benchmarking

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Background

Turaj is a Senior Consultant at ApexCX. He began his career with Bell Canada in 1989, progressing through a number of project management, benchmarking and consulting roles.

Before joining TRG Turaj operated a successful consulting practice, The Pearl Advisory Group where he provided call center consulting services to organizations across Canada. Examples of his work include benchmarking studies (call centers, sales force, and maintenance), process optimization, developing business models and business analysis. He has also designed and facilitated numerous workshops on customer care related issues.

Turaj’s facilitation skills and teamwork approach as well as his analytical skills and ability to maintain focus on the outcome have contributed to his success in project management.

Published work

Articles by Turaj Seyrafiaan

ApexCX Nov 27 · 7 min read

FCR Analysis for Improving First Contact Resolution – An Analytical Model

FCR, an important contact center performance KPI, needs to be measured. FCR analysis helps with FCR problem shooting & target

ApexCX Nov 27 · 3 min read

From Operational Excellence to Value-Add: a Professional Partnership between a Contact Center and the Organization

A contact center forms a professional partnership with the organization by collecting customers’ input data as an important value-Add. By

ApexCX Nov 26 · 4 min read

CSAT (Customer Satisfaction), Customer Retention As Internal Metrics of Quality Assurance for Contact Centers

CSAT (Customer Satisfaction) and customer retention are the best internal metrics of quality assurance for contact centers, not for punishing

ApexCX Nov 23 · 10 min read

First Call Resolution: How to Define, Measure, and Improve FCR

The first steps are to develop an appropriate definition, measurements and analysis of call handling in order to quantify the

ApexCX Nov 22 · 3 min read

Calculating Contact Center First Contact Resolution (FCR Calculation)

FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important

ApexCX Nov 16 · 5 min read

FCR, CRM data, or the “good enough” KPI

If the purpose of directional KPI for contact centers, such as FCR and CRM, is to tell us movement and

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