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Training and quality assessment

Training and
quality assessment

Touch QMS, for structured
staff training and evaluation

One platform. Any channel.

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Call recording for agent training

Call Recording & analytics
for training

Call recording and analytics
for performance enhancement

QMS performance management

Excellent customer service needs continuous quality assurance and training so the right tools are essential. In addition to comprehensive call recording capabilities, Touch also offers a valuable additional package - Quality Management Service, or QMS.

QMS is an automated solution that helps organisations evaluate customer calls, ensure compliancy with relevant legislation and assess employee performance in an efficient and structured manner. It’s a key tool in any quality system.

Automate agent training

QMS allows you to perform quality management and evaluation sessions, based on call analysis. It enables organisations to evaluate performance and helps boost the training and coaching of employees.

Touch has traditional team leader evaluation capabilities and modern self-training features for agents to review their own calls in active self-learning sessions. QMS automatically selects calls according to a pre-defined schedule and creates a playlist for team leader and/or agents for evaluation.

Compliant with regulations

All of your customer interactions, together in a single, secure environment

Compliance assured

Ensure your call recordings are compliant with MiFiD, Dodd-Frank and GDPR

Compliant and ready to go

Since QMS is fully integrated with Touch Call Recording Service, all data protection requirements are automatically handled by the service, ensuring compliance with relevant legislation, such as GDPR.

Integrating QMS makes a positive contribution to organisational development and efficiency, as well as ensuring you meet compliance goals. QMS is available as an easy-to-adopt extension to the Touch Call Recording Service.

Simplify agent evaluation
and training

Evaluation forms are provided with a call playback window for easy assessment and actionable feedback

A flexible platform for management and training

QMS service is flexible and can be adapted to the specific training programme of different companies

Seamlessly integrated
by experts

Touch is an expert team, focused on smooth delivery and industry-leading customer support

Multi-channel call recording as a service

Record all your business-critical channels in one place

A complete, managed solution for recording, storing and accessing fixed and mobile voice calls, and digital communication
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    Mobile call recording

    A complete network-based solution for your mobile and remote workforce, easily integrated for a seamless solution

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  • Data centre

    PBX call recording

    PBX call recording for cloud-based and on-premise PBX solutions, compatible with all relevant interfaces

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  • Jigsaw men doing high-five

    Microsoft Teams recording

    Teams recording, directly integrated with Microsoft enabling full compliance with regulations such as GDPR, MiFID II and Dodd-Frank

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  • Chat recording

    A complete solution for the capture and storage of conversations on Bloomberg Chat, Refinitiv Messenger and other chat services

    Explore
  • SMS recording

    Extend recording to SMS channels, so you can cover even more customer interactions, securely and efficiently

    Explore
Call recording for finance, contact centres and operators

Solutions for a
business like yours

Secure, compliant and ready for integration with your communications channels
  • Person holding desk telephone

    GDPR, MiFID II compliant call recording for financial services

    • Optimised for financial services and seamlessly integrated with call and chat channels
    • Compliant with MiFID II, Dodd-Frank, FCA and other legal and regulatory requirements
    • Create a secure audit trail of your voice transactions
  • Man with headset smiling

    Call recording and analytics for contact centres

    • Seamless recording of multiple channels and communication streams
    • Ideal for self-training of front-line agents and employees
    • Integrates with Touch QMS call centre performance management tool
  • Call recording and analytics for training & performance

    • Transform employee training with flexible, intelligent quality management and evaluation
    • Ideal for self-training of front-line agents and employees
    • Touch QMS ensures compliance with all relevant legislation
  • Network cables

    Network-based call recording for telecoms operators

    • Secure, encrypted in-network call recording for telecoms operators
    • Deployed and field-proven with Tier-1 telecoms operators
    • Compliant with GDPR, MiFID II and other local, national and international regulations
  • Trusted call recording for
    any industry

    “Touch Call Recording Service is tailored to meet our customers’ business challenges with seamless and flexible recording capabilities.”

    Even Hovde
    CEO, Touch
  • A reliable service with
    proactive support

    “Our dedication to customer support has allowed us to develop and nurture long-standing relationships with many of the region’s leading enterprises and regulated organisations.”

    Lars Svenkerund
    CTO, Touch
  • Recording across fixed, mobile and digital channels

    “Touch Call Recording Service is a complete, integrated solution for multi-channel and omni-channel recording. Touch is available to any business and enterprise.”

    Even Hovde
    CEO, Touch
  • Designed for complex customer needs

    “As the first business to launch call-recording-as-a-service to the Nordics we understand the specific, often unique requirements for recording of fixed, mobile and digital channels. We deliver, every time.”

    Lars Svenkerund
    CTO, Touch
  • Touch evolves with your business

    "Call recording is a fast evolving business so you must be agile to keep pace.  Our fast deployment of new channels and compliance regulations means peace of mind for the future."

    Lars Svenkerund
    CTO, Touch
Sign up today with touch call recording service

Get started with Touch Call Recording Service

Start recording in minutes, not months. Need something specific? Get in touch.
ENVIRONMENTAL CERTIFICATION

Touch is
Eco-lighthouse
certified

Touch Call Recording was recently awarded 'eco-lighthouse' certification, Norway's most widely used certification scheme for enterprises seeking to document their environmental efforts and demonstrate social responsibility.
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