TORONTO (PRWEB)
May 12, 2023

A leading eye care network in Virginia has called in The Taylor Reach Group for support in managing and improving its contact center operations.

The network, with satellite offices across the state, is seeking to streamline its customer-facing contact and appointment booking processes, with better integration across the available service network, an area in which TRG has a strong reputation as an industry leader.

“Having worked with regional healthcare networks,” says Colin Taylor, CEO and Chief Chaos Officer of Taylor Reach, “our consulting team has the experience and resources needed to create and support a care network of this size.”

It goes beyond management, of course, as Taylor points out. “The key word here is ‘care,’ and when working with a booking and patient management system, making it easy for the patient is critical. Patients just need an effective solution with as little time on the phone as possible. Making it easy for the patient and effective and efficient for the organization are two objectives on this project.”

Because the vision network integrates a number of different surgical and non-surgical services across a wide geographic area and caters to the general public as well as specialized services like pediatrics, it’s imperative that the systems be in place to reduce the number of steps the patient needs to take, while also balancing this with a thorough review of the services available.

Streamlining and “fixing” a complex contact system takes time and starts with an operational review. In this process we review what is in place, from people, technologies and workflow processes. We determine what the customer needs, and then determine how those needs are best expressed by the network’s approach. Making operational changes while continuing to deliver services is akin to changing the tires while driving the car.

“Typically, our team steps in for an assessment and makes recommendations based on that assessment,” Taylor says. “In some instances, like this one, it makes more sense for us to take the reins for a period – cut out the ‘middleman,’ as it were – so we can make the necessary changes, such as acquiring new technology or implement training systems as quickly and effectively as possible. Then, when we have a working system in place, we’ll be positioned to hand the reins back to the network to operate on their own.”

Taylor Reach performs detailed strategic assessments for companies, NGO’s and governments across North America. Using a proprietary methodology combining benchmarking, best practice analysis, root cause analysis, and a deep understanding of People, Processes, Technology, and Methodology, Taylor Reach employs a holistic approach to contact center assessment that views the center in the context of the customer experience and the service delivery across traditional and digital channels. From there, recommendations can be made as to what gaps need to be addressed, and what steps can be taken to improve the operation and experience for both the customers and front-line staff.

About The Taylor Reach Group, Inc.

A global Contact Center, Call Center, and Customer Experience consulting firm. Established in 2003, Taylor Reach is dedicated to assisting clients to solve customer experience, contact center, and customer service challenges. Services include Strategic Assessments, Training Development, Revenue Generation and anything related to optimizing the Contact Center. Taylor Reach serves client organizations across all verticals with anywhere from 5 to 25,000+ agents: SMB’s, Fortune 500 and Global 1000 firms.

Media Contact: For more information on The Taylor Reach Group, Inc. visit https://thetaylorreachgroup.com or phone Steve Baric at 1-866-334-3730 ext. 112

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