2Touch - Customer Lifecycle Company

2touch is a leading customer lifecycle company. The range of its services includes direct interaction with the customers through contact centre solutions (via the routes of inbound and outbound call handling), warehousing, data capturing and business fulfillment solutions.

2touch is dedicated towards improving customer loyalty via effectuating maximised brand interaction programmes; and effective, multi-channel, customer interaction initiatives.

Be it outbound or inbound telephony solutions; data capturing or warehousing – at every variety of service, the agents appointed are highly trained and come with considerable customer dealing experience. In every effort, our team’s aim remains to provide the right solutions to the customers - on time.

At 2touch, be it an agent or a manager, customer’s satisfaction stays the primary goal for every individual.

Telephony services are all the rage these days. Thanks to the immense advancements in Internet technology, along with faster speeds and more stable connectivity, more and more people are hooking up on Internet Telephony everyday. Services like Skype and GoogleTalk are on everybody’s lips. Outbound Telephony Services are our way of saying to all the usually high costs of conventional long distance telephone calls. Now, it’s a cinch to call up your friends and relatives half way round the world at the click of your mouse and talk for hours, - all at a fraction of the usual cost.

Outbound telephony services are being embraced by an increasing number of people due to its obvious advantages. Low cost is one. Secondly, you get access to a host of other nifty features such as recording your call, sending across files and conferencing.

Why remain stuck with an ordinary telephone? Experience Internet telephony and get on with the changing times!

2Touch has over 40 years experience of providing pack fulfilment services. We have a 24/7 operation and our highly skilled and motivated team can fulfil up to 100,000 items per day with a high level of speed and accuracy.

Every associate within this department has their work checked by the quality control division to ensure they are fully aligned with the Client’s requirements. Depending on the complexity of the item being fulfilled Clients can request quality checks are carried out on 10% of the items or 100%. We treat every product as if it was our own, with any items of high value fulfilled in a highly, secure environment.

We have a mixture of both hand enclosing and machine enclosing fulfilment capabilities. Both options are utilised within 2Touch in order to ensure we meet the demands of our Clients regardless of their fulfilment requirements.

Our highly skilled team is self motivated and target driven for the speed and accuracy of their work. Having such targets in place helps 2Touch to improve its Client’s business performance, whilst ensuring business goals are being met effectively and efficiently.

Call centre services are fast becoming a part of everyday life for businesses that need to communicate with their customers regularly. Traditionally, call centres were described as a centralised office deployed for the purpose of receiving and transmitting a large volume of requests by telephone.

Now with technology rapidly evolving call centres can accommodate new methods of communication such as SMS, email, internet and MMS in order for customers to interact with their suppliers through their preferred method of communication. This advancement has led to call centres now becoming contact centres.

Companies now feel more confident about outsourcing more elements of their customer management services to specialised and professional outsourcers such as 2Touch, due to the cost provision offered by these sophisticated contact centres.

With the ability to respond to customers’ communication preferences, 2Touch can help organisations to demonstrate both respect for, and appreciation of their custom which makes for stronger relationships and in turn creates overall business improvement.

One of the most important factors when it comes to improving the telephony process for both inbound and outbound call handling is customer service. You must be able to respond to customers’ needs and concerns in an empathetic manner with a willingness to promptly respond to the enquiry – all of which will help to deliver a high standard of customer service.

There are many other skills that will help with the overall improvement of the telephony process, such as effective problem solving, interpersonal skills and oral communication as well as strong quality control management to ensure accuracy.

There are additional characteristics within outbound telephony which will help improve the overall process with self motivation playing a vital role. People must have a positive attitude and a desire to perform and achieve targets consistently without being influenced by other people. Other skills which will help strengthen the process include the ability to work in a team environment, to take direction and interact positively and effectively with customers and colleagues and finally the ability to multi task, i.e. listen, type and speak whilst navigating multiple interfaces at any one time.

Although technology is continuing to evolve and customers are utilising multiple communication channels, businesses mustn’t forget that there will always be a need to interact with consumers over the telephone. Outsourcing inbound call handling functions is now becoming part of the norm with many organisations reaping the benefits of such an approach, including increased flexibility and significant cost savings. It is vital therefore for outsourcers to understand that client requirements will vary therefore bespoke solutions need to be developed in order to meet specific business objectives.

Highly skilled and experienced agents who are able to provide customers with first call resolution will play an integral role in helping to drive down the costs incurred when handling inbound calls. Furthermore, responding to customers’ communication preferences as well as ensuring a consistently high quality customer experience will help to support a company’s growth and retention strategy whilst presenting real cost benefits.

Everyone at 2Touch, from call centre agents to the senior management team embrace the ethos of treating every customer interaction as a precious event. We make sure that for every single inbound call received, our Client’s customers leave the conversation feeling positive about their brand. Our bespoke brand interaction programmes also provide a guarantee that our agents are completely aligned to our Clients’ brand promise and company culture.

Outsourcers must ensure that all SLA’s are being met when handling inbound calls. If an SLA has not been specified by a client, recommendations should be made. At 2Touch we would normally propose an SLA of 80% of calls answered within 20seconds, with no more than 5% abandoned rate which is seen as an exceptional industry standard. However, Clients’ may request more aggressive targets on certain activity or specific campaigns and outsourcers need to feel confident that they can deliver against such requirements without jeopardising the customer relationship.

2Touch’s operational delivery is second to none within both its inbound and outbound contact centres. We have highly skilled agents who strive to achieve and exceed agreed sales targets and KPI’s. The atmosphere and healthy competition which exists within the outbound contact centres motivates the teams to deliver successful campaigns for its Clients. The people who play an integral role in ensuring any sales campaign is delivered to the highest of standards include:

• Sales Associates – Having responsibility of building and nurturing the customer relationship means that our sales associates are no doubt the most important part of the process. Their ability to convert a call into a sale will have a direct impact on the performance delivery of an outbound campaign. Our associates are motivated, highly skilled and have the necessary experience to deal with any type of customer.

• Performance Coach – The performance coach is responsible for ensuring all associates are receiving the best possible support in order to improve their overall call quality and skills. Each agent will receive a minimum of two coaching sessions per week with clear and precise objectives and goals.

• Team Manager – The Team Manager will be responsible for up to 15 sales associates and the overall performance of the team. He or she will conduct 1:2:1’s and coaching sessions with each associate on a weekly basis in order to monitor their call quality and skills to identify any gaps, as well as ensure they are complying with any industry regulations. The team manager will also be responsible for creating a positive and energetic working environment for the agents.

• Senior Team Manager – A senior Team Manager will be responsible for managing the team managers, ensuring that they are receiving the necessary support. They will monitor their performance by observing the team managers’ coaching methodology, benchmarking the results and analysing their performance management strategies.
• Operations Manager – The Operations Manager manages the day to day running of the campaign, analysing campaign statistics, ensuring the overall drive is present in the centre and performance management and coaching support is being conducted effectively.

• Account Manager – The Account Manager is responsible for communicating with the Client via regular telephone calls and site visits. Daily, weekly and monthly reports are also sent and provide the Client with statistical evidence of how the campaign is progressing in line with agreed targets and KPI’s.

Business expansion is the main metric of all the successful organizations. Acquiring potential customers is also important for the economic success of the business. All the customers contact your company and for securing the new customers as well as existing customers, inbound telephony services in addition to the outbound telephony services can be of great help.

The telephony services enable you to communicate with the customers through whatever channel you want to. Whether it is multi channel interaction technology or white email, regular use of telephone, SMS/MMS, e-mail all are included. This further incorporates various benefits such as you can change your preferred communication channel devoid of changing the supplier. Secondly, you can target upon specific groups from your target audience via the most effectual mode of communication. Finally, the clients can respond quickly to the changes within the market.

By responding to the communication preferences of the customers through the inbound and outbound telephony services, stronger relationships as well as lucrative opportunities for the businesses both for up sell and cross sell can be made.

A strong and effective communication channel is the key to success for every business organisation. It empowers a business entity to reach out to its customers and get feedback to improvise its serviceability and enhance its ROI.

2touch.co.uk, is a customer life cycle company that dares to be different with its useful and affordable services. It is one of the upcoming and exciting life cycle companies in UK and has already created significantly smoother channels of communications for many around the country and the world.

2Touch offers a wide range of services to its targeted customers. Being a customer life cycle company, 2touch supports its clients by via quality outbound and inbound telephony services in communicating achieve the targets. The company believes that every customer interaction is important for a business identity. And a successful and effective communication channel helps the clients' businesses to convey its level of focus and attention to the end users.
At 2touch, we help clients to enhance their revenue and profit by offering them suitable telecommunication facilities.