Colin Taylor (News - Alert), Chairman and CEO of The Taylor Reach Group, has reportedly announced that Deborah MacAskill has joined the Toronto-based contact and customer service consultancy’s team.

 

“Deb adds more depth to the team,” Taylor said in a statement. “With 20 years of call center experience she provides hands-on center management expertise our clients expect from TRG.”

Taylor said MacAskill has "a successful track record building and operating" customer service and operations centers. Prior to joining The Taylor Reach Group (News - Alert), she was vice president pperations at Sutherland Global Services, a contact center/BPO outsource agency, where she was responsible for operating four outsourced customer support contact centers. 

 

MacAskill also worked for other outsourcers including Teletech, ICT Group and Resolve, formerly Watts Communications. At Resolve as Director, Atlantic Operations Deb oversaw three centers.  Her career began at Bell and included a period at Register.com.

Taylor said TRG offers an ROI guarantee.

 

 “When we make a recommendation and our clients ask us to implement we guarantee a 300 percent Return on Investment,” he said. “In four years offering this, we have yet to pay against this guarantee.”

In 2004, company President and CEO Colin Taylor announced the launch of The Taylor Reach Group, described at the time as "a full-service strategic and operations consulting service for customer contact and call center operators."

The new company "will focus on driving quantifiable, measurable bottom-line results in this highly competitive global industry where tangible metrics are often misunderstood and ignored."

"Everyone claims to deliver value in this category," said Taylor, adding that "there's a real need for real outcomes and real bottom-line proof."

Taylor's focused approach "has already proven successful, with the company securing two long-terms contracts in the past 60 days."

"We don't pitch clients and predict results using words like "lower" or "higher" or "more efficient," Taylor said. "Anybody can say this and this isn't what our clients want to hear. Instead, we show real value by using real numbers, like saving a business $900,000 in six months through a process change or through the installation and use of emerging new technologies." 

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