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Taylor Reach to Perform Operational Assessment for Canadian Health Insurance Provider – InsuranceNewsNet

By on April 7, 2022 0

TORONTO (PRWEB) 07 April 2022

A Canadian health insurance provider returned to The Taylor Reach Group, Inc. to perform a follow-up strategic assessment on their contact center operations.

This is a return engagement for Taylor Reach, who performed a similar assessment for this client in 2017. The relationship is longstanding, and Taylor Reach Senior Consultant Touraj Seyrafian points out that this is an important maintenance factor for customer experience operations.

“A contact center is like a well-oiled machine,” says Seyrafiaan. “But, just like your car, it needs regular maintenance to keep it running at peak performance. That’s why it’s important to return to these checkups periodically, to make sure the previous recommendations hold and that all new variables conform to the current standard.”

“While it’s certainly true that retaining customers is valuable from a business perspective,” the CEO said. Colin Taylor says, “It’s even more important to us on a professional level. It’s a sign that as leaders in customer experience, we’re following the lead when it comes to delivering the highest level of service to our customers.”

The Net Promoter Score, or NPS, is a rating system that ranks companies from -100 to +100 to understand customer experience, loyalty and trust within their industry. Qualtrics, who analyze and calculate NPS data, suggest that while anything above 0 is good and anything above 50 is great, a perfect score of +100 is extremely difficult; so nearly impossible; reach.

Taylor Reach has never scored below +89 since tracking began in 2014 and currently has a score of +91.

“Having our customers come back again and again to ensure their contact center and customer experience operations are running optimally is a source of pride for us,” says Taylor. “It tells us that our clients trust the quality and effectiveness of our work and our recommendations, and that we exceed expectations.”

On The Taylor Reach Group, Inc.

An independent global contact center, call center and customer experience consultancy and advisory firm. Founded in 2003, Taylor Reach is dedicated to helping customers solve customer experience, contact center and customer service issues. The service includes strategic assessments, Training and DEVELOPMENT, technology acquisition, AI, revenue generation and everything related to contact center optimization. Taylor Reach serves client organizations in all verticals with between 5 and more than 24,000 agents: SMBs, Fortune 500s and Global 1000s.

Media contact: For more information on The Taylor Reach Group, Inc. visit or call steve baric at 1-866-334-3730 ext. 112

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