Taylor Reach client Terasen Gas announces new Call Center
Terasen Gas has announced their new call center in Burnaby BC.
Taylor Reach executed a site selection project Terasen Gas and other projects including technology acquistion, and multi-channel strategy. Read the In-Sourcing Case Sudy here
Showing posts with label insourcing. Show all posts
Showing posts with label insourcing. Show all posts
Monday, September 27, 2010
Thursday, December 21, 2006
Highest Rated Call Center Newsletter
My day job is Chairman of The Taylor Reach group, Inc. a call center and contact center consultancy with offices in North America and Australia. One of the services we provide to our clients is a free newsletter called Customer Reach®. Customer Reach® is one of the highest ranked call center or contact center newsletters in existence. The newsletter is one of the top scoring newsletters in terms of page rank and more than 53% of readers have implemented change within their call centers.
So I thought that I would share this newsletter with you. Below is a description of the current issue and a link for you to access it. Let me know what you think of the publication. We are always looking for ideas and suggestions to make this even better.
In this issue we examine why Home Based should be considered by everyone, reveal of survey findings on outsourced Workforce Management, look at the dangers of not doing your homework when outsourcing, as well as news, views the Poll of the Month a new career opportunity and a case study. We have attached a pdf copy of this month's issue to this email or if you prefer you can download your copy by following this link
http://www.thetaylorreachgroup.com/data/newsletters/200612_Newsletter.pdf
Each month we send Customer Reach® out to more than 5,000 call center executives around the globe. In addition we see more than 1,000 issues downloaded from our website. In the last month more than 35,000 people visited the TRG website.
Please feel free to pass your issue onto friends or colleagues or suggest they visit our website to subscribe for their own copy at http://www.thetaylorreachgroup.com/register.php
So I thought that I would share this newsletter with you. Below is a description of the current issue and a link for you to access it. Let me know what you think of the publication. We are always looking for ideas and suggestions to make this even better.
In this issue we examine why Home Based should be considered by everyone, reveal of survey findings on outsourced Workforce Management, look at the dangers of not doing your homework when outsourcing, as well as news, views the Poll of the Month a new career opportunity and a case study. We have attached a pdf copy of this month's issue to this email or if you prefer you can download your copy by following this link
http://www.thetaylorreachgroup.com/data/newsletters/200612_Newsletter.pdf
Each month we send Customer Reach® out to more than 5,000 call center executives around the globe. In addition we see more than 1,000 issues downloaded from our website. In the last month more than 35,000 people visited the TRG website.
Please feel free to pass your issue onto friends or colleagues or suggest they visit our website to subscribe for their own copy at http://www.thetaylorreachgroup.com/register.php
Monday, December 11, 2006
Outsource, Insource, Offshore- Which is the way forward
Well its December 12th and I am in Atlanta. In town to meet with clients and prospects. It is a nicer day here than it would have been in Toronto.
had a meeting a financial services company this morning. They are working to determine a way forward to enhance their customer service delivered through there contact center. They are looking at familiar options: Outsource, In-source, off-shore. Today they operate with an outsourcer and have confirmed that they can save 45%+ in the contact handling fees by moving offshore they don't yet have a handle on the organizational costs required to support this type of a move.
Research has demonstrated that companies that offshored to India expecting to save 30%, 40% even 50% of their costs actually netted savings closer to 12% once the organizational costs to support such offshore activities were factored in.
If the savings were only expected to be 12% how many of the companies that have offshored their call center & contact center activities would not have bothered? i suspect it would be the majority. Virtually every call center and contact center I have seen can achieve more than 12% savings without outsourcing or offshoring. This would eliminated the bad press, frustrated customers and reduced customer satisfaction scores that affect most companies that move their call centers or contact centers offshore.
With any luck we will have the opportunity to assist this organization chart its best path forward.
had a meeting a financial services company this morning. They are working to determine a way forward to enhance their customer service delivered through there contact center. They are looking at familiar options: Outsource, In-source, off-shore. Today they operate with an outsourcer and have confirmed that they can save 45%+ in the contact handling fees by moving offshore they don't yet have a handle on the organizational costs required to support this type of a move.
Research has demonstrated that companies that offshored to India expecting to save 30%, 40% even 50% of their costs actually netted savings closer to 12% once the organizational costs to support such offshore activities were factored in.
If the savings were only expected to be 12% how many of the companies that have offshored their call center & contact center activities would not have bothered? i suspect it would be the majority. Virtually every call center and contact center I have seen can achieve more than 12% savings without outsourcing or offshoring. This would eliminated the bad press, frustrated customers and reduced customer satisfaction scores that affect most companies that move their call centers or contact centers offshore.
With any luck we will have the opportunity to assist this organization chart its best path forward.
Subscribe to:
Posts (Atom)