Training and quality assessment

Training and
quality assessment

Touch QMS, for structured
staff training and evaluation

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One platform. Any channel.

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.