Inbound Call Center Services.We Listen. We Deliver.

Touchstone’s inbound call center services are the foundation of inbound customer service. While Omni-Channel is a fundamental requirement today, 67% of customers still prefer to talk with a company by phone. Touchstone provides accent-neutral associates trained to provide exceptional customer experiences. Our agents are trained in active listening skills, problem resolution, and how to deliver five-star customer care.

Touchstone’s inbound call center services are the foundation of inbound customer service. While Omni-Channel is a fundamental requirement today, 67% of customers still prefer to talk with a company by phone.

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Touchstone provides accent-neutral associates trained to provide exceptional customer experiences. Agents trained in active listening skills, problem resolution, and how to deliver five-star customer care.

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Travel Reservation

The hospitality industry has been overwhelmed by the COVID pandemic. Prior to the pandemic, about 5% of travel reservations were canceled or changed. For the past two years, 50-100% of travel reservations have been canceled or changed.

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Entire countries routinely change their travel requirements and restrictions. Moreover, the travel companies themselves are facing tremendous staffing challenges. Touchstone can provide fully trained personnel equipped with state-of-the-art technology.  These omni-channel services can be provided at a fraction of the cost of an inbound contact center in the US. Touchstone clients typically save 40-70% compared to the cost of an inhouse inbound contact center in the US.  The opportunity to improve customer service, expand hours, and deliver superior technology provide:

  • Reservations
  • Changes / cancellations
  • Concierge service
  • reserving transportation (like taxis, limousines, airplanes, boats, and so on.),
  • 24/7 customer service.

Hospitality companies cannot control when a customer wants to make a reservation or a change. Research shows that if a customer calls to book travel and gets no answer, most call someone else. In these situations, the travel company has paid for the marketing and advertising to make the phone ring, but the opportunity is lost. Tapping Touchstone to cost effectively capture these revenue opportunities is a smart business decision.

We can provide exceptional inbound call center services booking travel reservations by phone, live web chat, or even SMS/Text communications. In addition, Touchstone’s proprietary call analytics provides clients with deep insight into which advertising campaigns and channels are producing reservations and revenue. Providing responsive quality customer service is Touchstone’s top priority. Change the way you handle valuable inbound traffic. Inbound call center outsourcing has never made more sense.

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Inside Sales

Generating sales revenue is at the heart of inbound call center outsourcing. Quick answer times, providing product information and pricing, securely taking payment and scheduling shipment are critical tasks for companies offering inbound call services.

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An excellent sales desk begins with training. Touchstone has trained its agents to deliver the correct information on every call and how to professionally guide the consumer to a successful sale. It results in a higher call to sales performance. Customer satisfaction increases by providing consumers with the right choices, product descriptions, and a smooth purchasing process. Touchstone technology provides efficient payment processing with PCI compliance over the phone and seamlessly integrates into client payment systems and CRMs. We offer after-hours services to supplement client in-house sales desks or provide 24/7 services. 

We are taking telemarketing to the next level with our inside sales. We have trained our agents for strategically targeting the B2B and B2C clients in every incoming call, text or chat.

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Food Delivery

Food delivery has revolutionized the restaurant industry. Inbound call center services have become a “must-have” part of the industry.

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Without this capability, restaurant profits are ravaged by third-party food delivery companies like UBER eats, Grubhub, and DoorDash.

Touchstone can handle voice calls, SMS text, and live web chat conversations, turning these contacts into revenue. The cost of inbound call center outsourcing saves 40-70% and ensures that your customers remain your customers. Increase your revenue. Expands your consumer base. Improve customer satisfaction.

Touchstone is a contact center equipped with the state of the art technology to ensure order-taking accuracy and fulfillment. Touchstone’s cloud-based platform provides the ability for staff to expand and contract as call volume increases and decreases. This drives agency efficiency to ensure that you only pay for the services you need.

We offer the best customer experience for your food delivery business. Improve your customer experience with our high-quality order-taking services by using our agents trained in offering what you do best; providing high quality meals for your customers.

Food delivery is here to stay. Do it right with Touchstone inbound call center services.

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Problem Resolution

It is cheaper to retain a customer than it is to replace them. For companies that means providing a reliable means of resolving customer problems.

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Sounds simple but in reality it takes planning a well-thought out process beginning with making sure that staffing is available to handle the unexpected call. So often, the frustrated customer contacts a company at peak hours or when no one is available to take the time to handle the call properly. Inbound call center outsourcing provides companies with the capability to tap into a team of trained agents that are always available to take the time and work through the issue.

The solutions require:

  • Creating capacity by staffing agents available to take the call. Dedicated teams or agents available per call options are available.
  • Handling problem resolution calls demand extensive training
  • Resolution solutions need to be thought out in advance including eligibility for returns, refunds, discounts, and order changes.
  • Scripts that offer customers empathy, understanding, and heartfelt appreciation for their situation
  • Analytics that track critical data including first call resolution, cost of resolution, customer satisfaction scores, and escalation matrices.

 

It’s vital to clear up customer service troubles because you need your clients to remain loyal. Inbound call center outsourcing to Touchstone allows the business to identify issues and provide corrective measures.  Highly trained problem resolution specialists can turn problems into opportunities to prove the brand’s value. By active listening and immediate access to previous call information, agents are equipped and empowered to resolve issues with fair solutions to the company and the client. It is not uncommon for a customer whose problem is handled correctly to become a loyal lifetime customer.

Excellent problem resolution requires excellent communication, and excellent communication is what Touchstone is all about. We have equipped our agents through rigorous training for exceptional communication and skills required for effective problem resolution.

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Appointments / Reservations

Many businesses require appointments or reservations to deliver their services. Touchstone’s inbound call center services can efficiently manage these appointments 24/7 in multiple channels.

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This omni-channel solution provides customers with the ability to book an appointment by phone, text, chat, or email. This increases customer satisfaction and increases revenue.

Touchstone equips its agents with tools that enable them to help clients make reservations effortlessly on all channels including full integration into most CRM platforms such as Salesforce, Zoho, Microsoft Dynamics, and Oracle Service Cloud.

We offer inbound appointment setting services and use our agents to deliver qualified sales and get reservations. We use the most advanced techniques to equip our agents with everything to make successful sales and turn them into lifetime customers with exceptional customer services.

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