and Customer Care
and training, compliance and regulation
Touch Call Recording Service provide complete, omni-channel recording for contact centres, ensuring efficient capture of all customer interactions.
This includes voice calls, contact centre chat, and social channels, providing a complete record of all touch points, and the history of customer dialogues.
More effective training
Touch Call Recording Service is ideal for self-training of front-line agents and employees and for the induction and training of new starters.
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.
More efficient supervision
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.
Automated performance management
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.
Speech to text can convert calls into text. This can be used for speech analytics and big data applications
Compliance with GDPR
and other regulations
Touch is compliant with personal data acts, such as the GDPR and a range of legal, industry and statutory requirements
QMS for Training & performance management
Performance management tools for structured staff training programmes with team leader evaluation and self-training