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March 17, 2009

TouchStar Grows Presence in UK Call Center Market

By Erik Linask, Group Editorial Director


Customer service is the hallmark of any good business. In fact, it’s a requisite for prolonged success. The first line of customer service lies with the sales staff and technicians who help with technology deployment, but once that has been accomplished, the main point of contact is with support organizations, whether a direct or outsourced support organization.
 
Success and growth are dependent on quality customer service in any organization, and that holds for companies that provide technology and services to those support organizations themselves, like TouchStar.
 
TouchStar (News - Alert) was founded in 1998 by Steve Bederman, who understood the value of customer service as well as anyone — his focus on quality service helped grow the company from a local start-up to what is now a global business that provides contact center solutions to more than 3,500 small, mid-sized, and large call centers, and has in recent year developed an enterprise solution as well.
 
Though Bederman has since left TouchStar for another start-up he hopes to guide to like prominence, his legacy lives on. The company’s exclusive UK distributor, TouchStar CCS, in December expanded its support organization by opening a new support facility in Durban, South Africa and a development office in Chennai, India, both of which are now providing support TouchStar’s operations in the UK and South Africa. The expansion is particularly important, given TouchStar’s belief that the best way to provide solid support is to be close to its clients.
 
The emphasis on support has paid off in spades, as the Manchester, UK-based Touchstar CCS (Call Centre Software) has grown rapidly over the past three years, outgrowing its current home, and creating a need to move to a new facility at The Works Business Centre in the Ardwick area. True to the words of Touchstar’s former CEO, the move is designed to facilitate enhanced support and training opportunities for its call center clients.
 
Despite an unstable global economy, the contact center industry is not only thriving, but growing, driven by the need for businesses to provide the best possible support in order to retain (and attract) customers. TouchStar CCS has made the move to its new site in order to further its own ability to mature within the customer service chain.
 
“We have never been a company that rests on its laurels and know to increase our already high levels of customer satisfaction, we needed extra space and staff to facilitate this,” explained TouchStar CCS Managing Director David Fricker.
 
TouchStar CCS specializes in the technology and software that enable contact centers to maximize the efficiency of their agents, from SIP-enabled predictive dialers to CRM integration to call recording to a complete call center solution.
 
TouchStar’s Global Director of Hosted Solutions Brian Smits noted that the Denver, Colorado-based organization has seen record sales in the U.S., and noted that the company’s success is founded in an ability to effectively meet market demands.   TouchStar CCS, given its expansion, appears to be driving similar growth internationally.

Erik Linask (News - Alert) is Group Managing Editor of TMCnet, which brings news and compelling feature articles, podcasts, and videos to nearly 3,000,000 visitors each month. To see more of his articles, please visit his columnist page.

Edited by Erik Linask



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