Touchstone
Customer Experience and Contact Center
Touchstone Communications is a leading BPO provider that offers customer experience and contact center solutions for banking, financial services, healthcare, and technology sectors, known for its innovative omni-channel platform and commitment to quality.
Size
over-10K
Private
Mission
To connect people with data and technologies to improve lives.
About
Touchstone Communications offers customer experience and contact center solutions along with back-office operations, finance and accounting, and marketing services for clients in banking, financial services, healthcare, and technology. The company operates using an offshore delivery model and supports clients primarily in the U.S. and UK markets.
It is recognized for its proprietary Learning Management System that ensures high-quality service delivery, with a strong focus on improving customer engagement and operational efficiency.
Services
Touchstone Communications provides customer experience and contact center solutions, supported by back-office operations, finance and accounting, and marketing services. These services include inbound customer support, outbound telesales, lead generation, and omni-channel customer care, tailored to enhance client engagement and operational efficiency.
Capabilities
Inbound Customer Support
Outbound Telesales & Retention
Social Media Customer Care
Live Chat & Messaging Support
Email Support
Lead Research & List Building
Outbound SDR / Cold Calling
Appointment Setting
Campaign Management
Content Creation & Localisation
Market & Competitive Intelligence
Legal Process Outsourcing (LPO)
Claims Processing
Data Entry & Data Processing
Billing & Invoicing
Accounts Payable
Accounts Receivable
Payroll Processing
Human-in-the-Loop QA
Quality Assurance & Monitoring
Industries Served
The company serves clients in banking, financial services, healthcare, and technology sectors. It has experience supporting organizations with services aligned to industry-specific requirements, ensuring compliance and security through PCI-DSS standards.
Unique Stregths
Touchstone Communications is known for its innovative omni-channel platform and commitment to quality, offering clients a scalable and secure service delivery model. Its approach includes leveraging a proprietary Learning Management System to monitor feedback and maintain high service standards, ensuring consistent performance across all touchpoints.
Delivery Footprint
Headquartered in Fort Worth, Texas, the company operates using an offshore delivery model with facilities across Asia. It serves clients in the U.S. and UK markets, with teams working in remote environments to provide flexible and responsive service solutions.
Certifications
No items found.
Verticals
Banking & Financial Services
Insurance
Healthcare & Life Sciences
Technology & SaaS
Clients
No items found.
What's the main service provided by
Touchstone
?
Touchstone specializes in providing customer experience and contact center solutions, focusing primarily on enhancing client engagement and operational efficiency. Their range of services extends to inbound customer support, outbound telesales and retention, social media customer care, and various forms of messaging support. Additionally, they offer email support, lead research, appointment setting, and other essential services that help clients maintain a competitive edge in their respective markets.
What additional services does
Touchstone
provide?
In addition to its primary offerings, Touchstone provides a comprehensive suite of other services, including back-office operations, finance and accounting, human resources recruitment and payroll, sales and lead-generation services, as well as marketing operations. These additional capabilities allow Touchstone to support clients with a well-rounded approach to business process outsourcing, enhancing overall operational efficiency.
When was
Touchstone
founded?
Touchstone was established in 2003, making it over 20 years old as of 2024. Since its inception, the company has evolved significantly, expanding its service offerings and strengthening its presence in the customer experience and contact center industry.
What industry verticals does
Touchstone
serve?
Touchstone serves a diverse range of industries, specifically focusing on Banking & Financial Services, Insurance, Healthcare & Life Sciences, and Technology & SaaS. This targeted approach enables them to tailor their services to meet the unique needs and compliance requirements of each sector.
What delivery model does
Touchstone
offer?
Touchstone utilizes a hybrid delivery model, which combines offshore and multi-shore solutions to provide flexible and efficient service. Offshore delivery refers to operations conducted from locations outside the primary market, while a hybrid model integrates various geographical resources to optimize performance and responsiveness. This approach allows Touchstone to leverage global talent while maintaining high service standards.
How many employees and/or seats does
Touchstone
have?
Touchstone boasts a workforce of over 10,000 employees, positioning itself as a significant player in the BPO industry. This extensive team enables the company to handle large volumes of customer interactions effectively, ensuring that they can meet the diverse needs of their clients.
Can
Touchstone
be considered a good service provider for startups?
Touchstone can be a valuable service provider for startups, especially those in sectors like technology and financial services. With its extensive range of customer experience solutions and flexible delivery model, startups can leverage Touchstone's expertise to establish a strong customer support foundation while focusing on their core business objectives. The company’s commitment to quality and operational efficiency can particularly benefit startups looking to scale quickly.
Can
Touchstone
be considered a good service provider for SMBs?
Touchstone is well-positioned to support small and medium-sized businesses due to its scalable service offerings and extensive experience across various industries. Their ability to provide both customer experience and back-office services means that SMBs can access comprehensive solutions that grow alongside their needs, enhancing customer engagement and operational performance without the burden of managing multiple vendors.
Can
Touchstone
be considered a good service provider for enterprises?
For large enterprises, Touchstone presents a reliable partnership option, given its substantial workforce and sophisticated service delivery model. The company’s experience in serving regulated industries like banking and healthcare demonstrates its capability to handle complex operational requirements. Furthermore, its commitment to quality assurance and innovative technologies positions Touchstone as a strong candidate for enterprises seeking to enhance their customer engagement and operational efficiencies.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.