Our expertise in multi-channel interaction technology is underpinned by our unique methodology which is at the heart of everything we deliver for our Clients.

Brand Immersion

Understanding business needs – At 2Touch we are committed to ensuring that we understand our Clients needs. We take a consultative approach in order to help our Clients address the customer lifecycle challenges that they face. We also understand that our Clients business requirements will change and that the 2Touch team will need to be equipped to rapidly embrace change in an agile, responsive and intelligent manner.

Tailoring the solution – 2Touch’s knowledge and expertise in multi-channel interaction technology plays an integral role in solution design. This capability guarantees that the most cost effective and efficient solution is deployed and is fully aligned with our Clients requirements

Client brand immersion – 2Touch takes brand immersion a step further by embracing its Clients cultural values and mission. We will even partner with our Clients to agree job specifications for recruitment purposes, management ratios, training content and create coaching forms which are in line with documentation that our Clients utilise internally. 2Touch ensures that the working environment is fully branded which helps employees to immerse themselves in the Client brand proposition and culture.

Solution Deployment

Infrastructure development – 2Touch will design and develop the solution and infrastructure including the management team, technology and training with direct involvement from its Clients. We discuss every aspect of the campaign with our Clients, on an ongoing basis giving them complete confidence in our ability to deliver the optimum, best-value, solution.

Agent training and brand engagement – At 2Touch we understand that, in order for our employees to stay motivated and to fulfil their potential, training and personal development is critical. 2Touch provides, participates in, and pioneers some of the most sophisticated training and development programmes in the customer management industry including the first ever Contact Centre Diploma to be introduced in the UK. Such initiatives ensure that agents stay longer at 2Touch and deliver to a consistently higher standard. Clients are also encouraged to engage with agents and let them know how important their contribution is to the business as a whole. This culture, combined with our brand immersion processes, ensures that our employees fully understand the core values and mission of our Client’s business. As a result we are confident that the entire team can culturally engage with, and champion, the Client’s brand.

Test analysis and refinement – Before any of our multi-channel campaigns are fully implemented, we provide our Clients with the opportunity to carry out further analyses of the solution and infrastructure. This approach is fully interactive and allows for any refinements to be made.

Operational Excellence

Campaign delivery – 2Touch’s core values of passion, pace and performance are evident in the delivery of every Client campaign. We strive to ensure that we are always performing against the set objectives and that our Clients are fully involved in the process.

Evaluation – Reviewing and evaluating a Client campaign is a continuous process which allows 2Touch to assess whether the business needs are still being addressed and whether the team are continuing to deliver against Client expectations. Should a discrepancy be identified, the management team will immediately investigate and propose strategies and techniques to refocus activities.

Enhancement – 2Touch recognises that consumer communication preferences evolve and change throughout the customer lifecycle. This means that we never stand still, and that we are always looking for ways to improve and introduce new efficiencies to our Clients campaigns. By taking such a proactive response we are able to deliver improved business performance time and time again.