We at iTouchPoint have implemented the best-in-class processes that are regularly measured against global benchmarks to ensure that you get the highest quality of service.

Service Needs
The first step in the process is to build a clear understanding of all your customer service needs. We then begin the knowledge transfer from your business to ours.

Design Processes
Once we understand your business needs, we get down to designing the processes, predefining the metrics and benchmarks. Our team maps all potential processes to the efficiency of every single customer. The iTouchPoint customer contact management processes look at all of the angles - customer database management, customer profiling patterns, front-end touchpoints, telemarketing and sales - in order to gain a comprehensive understanding of the scope of client engagement.

360 Degree View
The customer database management process combines transaction data from various sources like ERP, legacy, e-commerce and third-party systems, cleansing the data and conforming it to a single view that the CSAs can use intelligently. There are well documented process manuals that outline ways to capture updated customer history, FAQ templates, customer data, and custom tools and wizards that help our CSAs resolve issues and provide quick, customized responses to your customers.

Measurement
We measure all performance metrics like volume of calls, response time, speed, efficiency, etc on a daily basis comparing them to check variations from norms. Reports are sent to clients on agreed parameters on a weekly or fortnightly basis, as preferred by the client.

Review
We acquire information by asking several questions including - How many channels are you operating? What types of integration do these channels require? How are you leveraging existing information? Are you using third-party information to its full potential? These questions help us improve the existing processes and add value to client's interactions with their customers.

Our processes are constantly reviewed in order that deviations, if any from the goals, are minimized. The most important factor that contributes to continuous improvement in these processes is the feedback gained from the call center team members and client project team members.

We at iTouchPoint ensure we are achieving the end result we are striving for... happy, and loyal customers!