Touch Call Recording
Touch QMS provides rich insight into the performance of individual customer representatives and teams, measuring and optimising performance and training
Quality management is one of the biggest challenges facing call and contact centres, as well as outbound sales centres. Ensuring that individuals and teams have a structured training schedule and, importantly, are performing to the required level and meeting strategic targets and goals is time-consuming - and challenging to evaluate.
How does Touch ensure service uptime and quality levels for you?
For any organisation providing a service – whether for internal strategic reasons or for customers – it’s essential that they monitor and optimise the uptime and quality of that service, in real-time and on a 24x7 basis. While they may have full visibility into their IT network, it’s often very difficult for an organisation to monitor and measure the levels of service being received by a customer or end user.
Touch QMS provides structured Quality Management for evaluating and improving the performance of customer and sales teams
According to a recent survey of 8,000 adults from Ipsos, more than three-quarters (77 per cent) of consumers have chosen a product or service from a company because of a good experience they had with it. Conversely, 64 per cent have avoided a brand because of a bad experience.
Don’t panic if you’re still struggling with your GDPR obligations! Touch can help.
If you are a small or medium businesses still struggling to get on top of your obligations to comply with the far-reaching EU General Data Protection Regulation (GDPR), don’t panic, you’re not alone… and help is at hand!
When voice call recording is not enough
Call recording provides a valuable tool for monitoring the quality of customer services, training staff, resolving disputes, ensuring adherence to best practice, meeting SLAs, providing audit trails and, of course, to ensure compliance.
Call and contact centres must offer exceptional customer service, while meeting GDPR voice and data recording requirements.
It’s widely accepted that the quality of customer service provided by an organisation can have a significant impact on brand reputation. A major component of that is poor call handling, which can also affect the perception a customer has of your organisation. In turn, this can ultimately lead to a loss of sales if the problem is severe or widespread enough.