Touch Call Recording Service for contact centres and customer care is ideal for self-training of front-line agents and employees. Our user friendly and intuitive interface allows employees to replay their own customer calls and evaluate their performance against team evaluation templates and scripts for self-training.
Touch Call Recording Service enables efficient self-evaluation and training, saving time in the call centre by enabling individual agents to work independently, which can boost motivation and increase job satisfaction, while reducing the need for group sessions.
Meanwhile, team leaders can supervise their agents more effectively and provide more advice on how to improve customer experience. They can retrieve recorded calls at their leisure, allowing leaders to focus on active supervision and quality assurance, which reduces the need to monitor live customer calls, and increases efficiency.
Touch also offers an additional service called Touch QMS. QMS is a call centre performance management tool that provides an automatic, structured way to train personnel to improve their customer interaction skills over the phone. The service includes traditional as well as modern self-training features.
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