Passion
Every employee at 2Touch demonstrates an immense sense of professional pride in working not only for the company, but within the customer lifecycle management industry. Their drive and commitment to delivering the highest quality customer service through all communication channels can be seen each and every time they interact with our Clients customers. Our brand immersion methodology allows us to provide a platform in which employees can fully embrace the Client’s brand promises. By doing so, we are able to meet and exceed our Clients expectations by delivering above and beyond the agreed Service Level Agreements (SLA’s).
2Touch is also one of four companies to participate in the first ever UK Contact Centre Diploma which was introduced in 2007, and launched entirely in response to the needs of contact centre employers and employees. Jointly funded by the Learning and Skills Council (LSC) and the European Social Fund, the Diploma is being delivered in collaboration with the City of Sunderland College’s North East Contact Centre Academy and the College’s partner, Contact Centre Professional Limited.
2Touch recognises the ambition that many of its employees possess and as part of its continued commitment to people development, we have secured one third of the available places. Designed to align with each individual’s expertise and aspirations, the Diploma covers a spectrum of roles from Call Centre Buddy to Aspiring Operations Manager.
Pace
Having responsive deployment processes in place allows us to react quickly if and when our Clients business needs change. A typical example could be the scaling up or down of a campaign in order to react to changes in a specific market. 2Touch’s flexible operational adaptability guarantees that our Clients always receive the most efficient and cost effective solution. Aligning our processes and procedures to our Clients requirements ensure that their customers are always receiving the highest quality of service through their preferred communication channel.
Our business agility is also extremely beneficial to Clients dealing with a crisis situation. Whether it is a product recall or an unexpected issue in the market place, 2Touch’s robust crisis management procedures provide the necessary support and guidance to ensure that the Client weathers the storm.
Performance
With independent industry benchmarking, 2Touch is committed to ensuring that it is aligned with market expectations by delivering an exceptional customer experience for its Clients, consistently. Client satisfaction surveys also provide a proof point for 2Touch that it is delivering against its Clients requirements.
Implementing acquisition strategies for a number of Clients provides 2Touch with the ability to demonstrate it can deliver best in class conversion statistics. Furthermore, we have a 100% track record in improving customer retention rates and coupled with our up-selling expertise, 2Touch has the knowledge and expertise to improve business performance throughout the customer lifecycle.