Our relationship with Steve began in 2017 as a BPO consultant. The recommendations he made from an operational and technological perspective were/are paramount to our growth, realignment, and success. I am proud to continue my relationship with Steve today and would highly recommend him and his team’s services.
Working with the team at SKWeston was seamless, from day one they were part of the team and brought the knowledge and experience that complemented our business. They efficiently and effectively delivered options and recommendations that helped to improve our business model. I would highly recommend adding them to your team to strengthen your business!
I wanted to take a moment to thank TRG for partnering with Beautycounter around the activities and tasks associated with acquiring and soon implementing a best of breed telephony platform, knowledgebase and SOP Development. The TRG Team is exceptional in their level of professionalism, support and experience and they’re involvement in our transformation has been most productive and rewarding!
We partnered with TRG my 3rd day of employment at Beautycounter and formally launched a Telephony Acquisition Project, whereby Colin and his Team have been critical to the positive changes in our Contact Center. Prior to our partnership with TRG, our Contact Center was stagnant (currently leveraging Avaya’s IP Office 500- an antiquated inflexible platform), had zero product knowledge documented, no process maps recording our work flows and no sense of our standard operating procedures. Today, we have all of the above AND successfully selected a stellar platform vendor and our new telephony platform implementation begins in the next week or two! The TRG Team has simplified these processes for us, were incredibly organized which allowed us to continue moving fast!
TRG’s ability to govern all aspects of the project journey is best in class. Weekly report activity, project management, and follow up were so seamless, I found myself saying.. “I don’t have any changes.. “ as they captured everything I threw out and got it right the first time! The Team also worked across our organization with every business unit leader, to capture Knowledge and define SOP’s which was incredibly helpful for this young start up.
The benefits of partnering with Colin and his team have been exponential. They began diligently studying our Contact Center, documenting work flows and working quickly to understand our business and did so with zero impact to our current work day… they blend in seamlessly and got right to work! This is a significant value add for a team/company who is growing incredibly fast and can’t often stop, to share what we need as we NEED to keep going! TRG observed and understood this and blend right in.
Finally, we recently made the unanimous business decision to partner once again with the stellar TRG Team – was an easy conversation with our leadership team as the ROI wasn’t difficult to sell – and we’ve retained them for platform implementation, WFM and Quality Standards portion of our project!
“Our Call Center is phenomenal. We used to convert leads at 6-8% and now convert at about 34%. Yes, the amazingly hot market helps bump those numbers up but we would never have achieves that type of success without having revamping the Call Center. Hiring you was a great decision.”
Taylor Reach treated all staff as equals even though, clearly they had much deeper and broader domain knowledge than we possessed. They taught our staff and shared suggestions and best practices freely. This not only helped the project to succeed but also helped the staff to gain knowledge and be more effective in their roles. Taylor Reach demonstrated good political acuity in dealing with staff whose future was undetermined and provided us with solid feedback and counsel on these individuals when asked. I would certainly not hesitate to hire Taylor Reach again.
Colin has done a great job of moving a project through to action for us. This was something we were struggling to achieve on our own and with Colin’s expertise and experience, we have been able to achieve results in only a few weeks. I very much appreciated his disciplined approach to the process – he kept us on track. His methodology was consistent, logical and supported by data throughout. I would recommend Colin and Taylor Reach without reservation.
Colin is a passionate and experienced Contact Center executive; he is an asset in any business relationship. I reported to Colin while he was President of Watts Communications. During this time he drove an unprecedented period of growth for the company but always ensured we didn’t lose focus on all our clients and exceeded their expectations. Colin was a mentor and was my first guide in the world of outsourcing and customer service.
We were very satisfied with The Taylor Reach Group’s work as they helped shape a much more productive and profitable Customer Service Dept. At Aldo.
Colin is a rock-solid business professional with a deep knowledge of the Contact Center industry. With honesty, integrity, and excellent interpersonal skills, Colin will tell you what you need to hear, rather than what you want to hear. His exceptional communication abilities allow him to deliver a message without the nonsense, and he is a trusted listener and advisor to colleagues and subordinates alike. He really understands what “partnership” is all about. He is a hands-on leader, who completely understands the requirements, committing and delivering on-time/on-budget projects by rolling up his sleeves and getting the job done. He will do whatever it takes to complete the project and do so with style.
Colin understands the complex service requirements needed to support large multi-channel companies and he is able to articulate those needs to a range of audiences. Once the needs are defined, Colin has the ability to create a roadmap and structure for a given project, communicate the plan effectively, and deliver the desired results within the defined timelines. Colin is a creative thinker and has deep industry knowledge that would make him an asset to any company that engages in his services.
The first project; we utilized Colin and his organization to assess our operational processes, procedures, our current infrastructure and provided a detailed scope of potential low hanging fruits and long term goals and initiatives.
During our second project; we utilized Colin and his organization to assess demographics and potential facilities to expand our current operations. They demonstrated that they had numerous contacts within the industry, performed site visits and provided pertinent market data to make an informed decision and business plan.
I have been impressed with Colin’s experience and knowledge of the industry, which is reflected in the quality of the newsletter he distributes. My colleagues and I find it a useful insight into the field.
Colin and by extension the Taylor Reach Group have brought a professional and tailored approach to our Customer Service Center needs. He has been instrumental in helping with the development and deployment of tools and processes to meet the needs of our rapidly growing business. I highly recommend Colin to anyone looking to improve service to their customers while building an efficient service operation.
I worked with the senior partners of the Taylor Reach Group for more than six years and there is no doubt in my mind that they saved us money, improved our processes and delivered innovation that greatly benefited our business and helped me achieve my departments’ goals.
Colin is the consummate contact industry professional. His wisdom and advice are invaluable assets and I recommend him highly
Colin consulted with our regional community bank on a Call Center start-up project. He was very professional and knowledgeable about the Call Center industry. Well worth the cost. Would highly recommend!
Colin’s depth of knowledge greatly enhanced the results. His recommendations made good business sense, and created a good outcome for the company and the employees. I trusted the research and the deliverable he and his company provided in a timely manner.
The TRG Team is exceptional in their level of professionalism, support and experience and they’re involvement in our transformation has been most productive and rewarding!
TRG’s ability to govern all aspects of the project journey is best in class. Weekly report activity, project management, and follow up were so seamless, I found myself saying.. “I don’t have any changes.. “ as they captured everything I threw out and got it right the first time!
The benefits of partnering with Colin and his team have been exponential. They began diligently studying our Contact Center, documenting work flows and working quickly to understand our business and did so with zero impact to our current work day… they blend in seamlessly and got right to work!
We recently made the unanimous business decision to partner once again with the stellar TRG Team – was an easy conversation with our leadership team as the ROI wasn’t difficult to sell – and we’ve retained them for platform implementation, WFM and Quality Standards portion of our project!
Colin provided ING Direct Canada with consulting services. He was on budget; on time and the work was outstanding. We needed Colin to fine-tune the work to our specification and this was completed well within our time lines and the work produced was outstanding. I am happy to recommend Colin as he has the following attributes:
I have worked with Colin and TRG and they delivered what they promised, when promised, on budget and delivered the promised improvements. I wouldn’t hesitate to recommend TRG to any organization who wished to improve the effectiveness and efficiency of their call center operation.
The CX HealthCheck® Assessment from Taylor Reach is very comprehensive and provides a very good report. We are already started leveraging the findings to improve our Customer Experience
I really enjoy Colin’s’ writing style and the info he conveys in his articles. His thoughts on self service and customer service are brilliant. I would highly recommend his articles as they can serve as a good primer to anyone interested in improving their customer service or call center capabilities.
We partnered with TRG my third day of employment at Beauty Counter and formally launched a Telephony Acquisition Project, whereby Colin and his team have been critical to the positive changes in our Contact Center.
Prior to our partnership with TRG, our Contact Center was stagnant (currently leveraging Avaya’s IP Office 500 – an antiquated, inflexible platform), had zero product knowledge documented, no process maps recording our work flows and no sense of our standard operating procedures. Today, we have all of the above and successfully selected a stellar platform vendor and our new telephony platform implementation begins in the next week or two! The TRG team has simplified these processes for us, were incredibly organized which allowed us to continue moving fast!…
Colin is not only highly experienced and intelligent, but also extremely passionate about the contact center world. Give him any challenge, anytime or anywhere, he will rise up to the occasion! He shows tremendous ability to analyze problems and root causes, while formulating the much needed solutions for these problems. For someone with so many years of experience behind him, Colin is most humble and responds to feedback positively. I truly enjoyed working with him!
Colin and his team really understand the nature of Customer Interaction and every facet of the contact center business. I wouldn’t hesitate to recommend Colin or The Taylor Reach Group.
Colin provided us with a highly reliable and innovative solution to a very difficult situation. Without Colin’s assistance we were in jeopardy of losing our largest client.
Colin is an innovative, focused, collaborator who has a ‘solutions-first’ orientation.
During my time at Rogers, Colin’s firm was not just a reliable supplier but a supportive partner, going the ‘extra-mile’ time after time for us.
I would recommend him to anyone seeking strategic solutions for customer based management.
Colin’s years of Call Center experience has resulted in him becoming on the premier experts in his field. He has helped countless companies improve their Call Centre and Customer Service processes, and his monthly newsletter provides valuable information and advice for all of those who are lucky enough to subscribe. In one place, you can find industry happenings, statistics, advice on problems/questions, case study information and much more. It’s invaluable and an easy on-line read, which makes it even more valuable in my view. I would recommend contacting Colin if you find that you are having problems providing the service you want in your Call Centre. Although his business is recommending and providing Call Centre solutions, he will not hestitate to be honest with you and tell you that with a few changes you can manage everything on your own. This is an honesty that I value highly.
Colin quickly understood our objective and constraints and made appropriate recommendations given those factors. His first hand knowledge from both sides of the BPO table proved most valuable and helped us side-step many potential problems
I engaged with Colin and The Taylor Reach Group to provide professional consulting on Call Centre solutions to improve our Client Service Level Nationally across Canada and issue an RFP on our behalf. Colin brought extensive industry knowledge to the table and created an RFP that demanded only best practice firms respond. As a result we have now implemented a new solution that has raised the bar in client service.
Colin is a detail oriented professional with experience in the effective utilization of Call Centers.
Colin managed outside products for Metro One, he hunted down and implemented the company’s first out-bound calling service. He was able to successfully balance the needs of the customer with the capabilities of the equipment.
I would enjoy working with Colin again.
Colin knows the intricacies of the Contact Center space as well as anyone. Combine extensive experience with ‘easy to work with’, and it created a great working environment for the educational webinar we developed together. Explains why he has so many industry followers at Taylor Reach.
Colin has supplied us with columns on the business operations of Call Centres for some time. They are thorough, detailed, accurate, informative, well written and of great value to our readers.
Colin is a creative strategic thinking with a profound understanding of sales and customer support in general and the Call Center business in particular.
I just spotted #CEM legend @colinsataylor – hoping to get a chance to catch up with him
The Taylor Reach Group provided invaluable assistance in developing a cohesive Management Team and a business strategy to help TCP grow to the next level. Certainly a part of the credit for our 70% revenue increase over last year is due to Colin and The Taylor Reach Group.
John is a true pleasure to work with. A leader, in every sense of the word. John has the ability to motivate, guide, and instill confidence – All within a 3-4 minute phone call. You can always depend on John to give a swift and direct cure to any dilemma you may get stuck in.
TRG was retained by Advantex to lead a prototyping effort to outsource the sales cycle of a new business concept. John and his team worked diligently on this Proof of Concept, proving that business could be sold over the phone; this was an important step forward for Advantex, in terms of validating the opportunity to decrease the cost of sales, as well as confirming that it was a viable alternative to feet on the street. John took a complex offering, which worked in person, and broke it down to a workable over-the-phone pitch. John was a pleasure to work with every step of the way on this POC.
Colin’s vision, direction and management style was motivational and inspiring as he grew the business. Working along with him on many new and exciting ventures I admired his ability to build strong relationships with customers and suppliers, his strategic and visionary thinking, business savvy, and his supportive nature for his employees.
I had the privilege of working with Colin when he was President and CEO of Watts Communications. He provided great leadership and is a forward thinker. He never let anyone forget that there was no greater importance than serving the customer and providing the best customer service.
Ever since we’ve setup our Call Center, I look to Colin’s writing and posts to learn more about the industry. Thanks Colin.
I worked with Colin when he was President of Watts Communications. Colin demonstrated an extensive knowledge of the Contact Centre industry which, under his stewardship, was evidenced by the rapid growth of Watts Communications both in Canada and Australia. He is well known in the Contact Centre industry and is respected for his vision and experience.