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TouchStar Consultancy to Advise Contact Centers

February 26, 2009
By Susan J. Campbell, TMCnet Contributing Editor

TouchStar (News - Alert) Consultancy has been launched by TouchStar Call Center Software, a U.K. contact center software provider. This service is designed to help U.K. call centers to optimize their use of call center technology and improve business processes.

This launch was marked by TouchStar’s release of a white paper dedicated to this new venture. Entitled: ‘Creating a Call Centre Efficiency Zone’, the paper examines the integration of state of the art contact center technology with high levels of agent morale and motivation.

TouchStar Consultancy has a foundation in hundreds of combined years of experience serving call center planning programs. In addition, TouchStar has introduced a competition to win a free day’s consultancy of significant value to ten randomly selected U.K.-based call centers that register to download the white paper.

A consultative, client-focused and human approach to sales, support and service has earned TouchStar its position in the industry. The Consultancy will expand upon this and deliver proposals that create additional value for a wider range of call center clients.

The service is intended to benefit both established call centers and those companies new to the market. TouchStar will offer advice and guidance to these centers on issues as wide as incentive schemes, customer contact techniques and help in reducing agent attrition. The Consultancy will also focus on obtaining maximum efficiencies from call center technology and management information processes.

Consultancy Manager, Adrian Gourley shared in a Wednesday statement: “Every call centre is unique and there isn’t always a text book answer to each operation’s issues and a bespoke solution is more often than not required.”
“Our approach is to help call centers deliver their business objectives by conducting a thorough analysis of their two valuable resources – their people and their technology and how they fit with their business processes.  It is only at this point we can advise on how to get call centers to what we describe as the ‘efficiency zone’,” Gourley added.  

Managing Director, Dave Fricker contributed: “It is one thing for technology providers to install a call centre system but something else to ensure that clients are using it to its full potential.  TouchStar has been helping customers make the most of their systems and improving their non-technological procedures for a number of years now.”

“The TouchStar Consultancy service offers straightforward, common sense solutions that will help any call centre, not just current TouchStar customers, remain competitive in difficult economic times,” said Fricker.

As the focus on customer service becomes even more critical in the face of slower economic times, companies like TouchStar are finding growing opportunities in the market. With the TouchStar Consultancy, the company will be in position to draw from its expertise to enable call and contact centers to optimize their performance.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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