Call Recording for Contact Centres
and Customer Care
touch recording for…
Call Recording for Contact Centres
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.
This enables efficient self-evaluation and training,
saving time by enabling individual agents to work
independently, which can boost motivation and
increase job satisfaction, while reducing the need
for group sessions.
More effective 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.
Coach - training service
Touch also offers an additional service called
Coach. Coach 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 conversion
Speech to text can be enabled to convert calls into text. The converted text can be used for purposes such as speech analytics and big data, which is attracting growing interest as a way to address a number of problems, as well as for the strategic insights it can offer.
GDPR compliant
Touch Call Recording Service for contact
centres and customer care is also compliant
with personal data acts, such as the upcoming
General Data Protection Regulation (GDPR) and
more, as well as legal, industry and statutory
requirements, meaning that we take care of
everything for you, so you can focus on your
business.
“Danske Bank uses Touch Call Recording to ensure compliance recording for all our mobile users. We have been a customer since spring 2012 and are very pleased with the service & support, and that the solution meets our strict safety requirements. We recommend Touch as a provider of call recording.”
Geir Øien, Business Management IT
The Touch Approach
Recording as a Service
Delivered from the cloud, a
simple path to meet compliance
and regulatory goals
Secure
Encrypted, secure data storage.
Helping you to meet you
compliance requirements
Powerful
Comprehensive, powerful and
capable, helping you to meet
business challenges
If you have an enquiry or a question, send an email to Even Hovde, one of our experts.
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