Organizations who seek to distinguish themselves through Service Quality & Operational Excellence choose OmniTouch to deliver expert and practical assistance through our suite of professional services.
Whether you are a Contact Centre, a Service Centre, a Retail Outlet, Hotel, Government Agency, Educational Institution, Theme Park or any environment which serves internal & external Customers, OmniTouch represents the region’s best choice for professional one-stop services to measurably improve Service Quality.
Our suite of interrelated services was specifically designed to work either independently – such as the delivery of a Training Workshop or Customer Satisfaction study – or in tandem, such as Mystery Shopper Research, followed up by customized Training to close gaps, concluding with follow-up Mystery Shopper & Customer Satisfaction Research.
As a professional Service Quality Consultancy we deliver mastery level results in our chosen disciplines:
Training & Certification Internationally recognized and celebrated Training Programs built around Contact Centres, Frontline Service & Sales Quality, Service Quality Management, Quality Assurance, Operations and more, for all levels in the Organization.
Mystery Shopper Research Extraordinarily practical and high value Programs designed and delivered by industry recognized Service Experts – we believe that each and every Program is unique and work with our Clients to gain the maximum value from this important form of Research.
Customer Satisfaction Research From evaluating your existing Survey Program through to designing a new Survey Program for you we have it covered – including Customer Effort Score (CES), Net Promoter Score (NPS) and other formats and across on-line, phone and Face to Face interviewing.
Service Benchmarking Since 2005 we have been benchmarking Service Quality around the world with a specific focus on Singapore, Malaysia, India, The Philippines, the U.S., the U.K. and Australia. We know what ‘great service’ looks and sounds like.
Consulting Clients ask us to come in and help evaluate their organizational Service Standards, Frontline Measurement systems, Monitoring & Coaching programs and overall Operational efficiency. Along with Mystery Shopper we conduct Digital Call Audits for Contact Centres to report objective and reliable findings on the level of service that real Customers experience. To us, consulting is all about practicality and expert advice. We identify gaps, conduct root cause analysis and recommend the appropriate solutions to achieve objectives.
We look forward to serving you!
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Professional Mystery Shopper Research – Demystified – “What is Mystery Shopper?" (an excerpt)
- Daniel Ord, OmniTouch Founder & Strategic Advisor
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An OmniTouch Mystery Shopper Case Study: How the Use of Mystery Shopper helped Gucci Watches grow sales
- Daniel Ord, OmniTouch Founder & Strategic Advisor
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Service Made Easy – Look, Think and Act (LTA)
- Daniel Ord, OmniTouch Founder & Strategic Advisor
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8 Questions to Ask to Evaluate Your Monitoring & Coaching Program
- Daniel Ord, OmniTouch Founder & Strategic Advisor
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OmniTouch introduces our new Public Sector/Service Training Series – learn more about Governmental Training options here!
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The Contact Centre & CRM Association of Malaysia endorses OmniTouch’s suite of Training Programs - click here to view upcoming Public Programs in Malaysia
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See our Clients here
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