GOOD MORNING

INTRODUCTION

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INTRODUCTION

Foundation

2001 by Tom Slone

Location

Evacuee Trust, Sector: F-5, ISB, Pakistan

Southlake, Taxes, United States of America

Known for
Quality

of service, flexibility, and positive results

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VISSION & MISSION

Vision
To be a market leader in providing outstanding quality
customer service for all our new and existing clients.

Mission
We provide loans not leads

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SERVICES

Customer services/Inbound Services

Handling payment receipts

Question Answers of perspective customers

Direct sales

Mortgages (Refinance & Reverse)

Home Security (Fronting and Closing)

Auto Insurance (Cold and Live Transfers)

Health Insurance (Cold and Live Transfer Leads)

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SERVICES

Mortgage lead generation

Outbound,

high quality, pre-qualified mortgage leads

that turn into funded loans to its clients.

Transcription
Writing

the whole conversation held between clients

executives and their customers on call.

Appointments

Conduct and send out survey requests for various clients such
as medical, entertainment, telecom etc.

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EMPIRICAL DATA

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EMPIRICAL DATA

Core Values

Value their clients and their customers

Satisfy their clients up to the mark

Honesty is the best policy

Give benefits get benefits

Decision criteria

Decisions based on facts and figures

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EMPIRICAL DATA

Company image

2nd largest Company in Pakistan

Business network

Quicken Loans

Nation Star Mortgage

DHS

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EMPIRICAL DATA

Marketing channels

Social Media

Print Media

Shareholders

10 from America

3 from Pakistan

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EMPIRICAL DATA

Competitors

TRG P.v.t Ltd.

IBEX Communications

Corporate Intelligence

R & D Department

Liaisons

Consultancy Saddaat Hadairs

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EMPIRICAL DATA

Company Frauds

6 to 7 issues regarding lead fabrication (lying of commission

and omission)

1 Do Not Call Policy (DNC) penalty of $15,000 the Touchstone

Communications has faced in a year 2010.

The company has never faced any accounting frauds till now.

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EMPIRICAL DATA

Sexual Harassment
Any form of discrimination or harassment, including sexual or
gender based harassment, or physical or verbal abuse at the
workplace or with an employee outside workplace is
prohibited.

Any employee found to have engaged in such conduct by

the investigating authority will be subject to immediate
termination.

Case in 2012

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EMPIRICAL DATA

Employee Honesty & Integrity

Quality Compliance Department

Employee Privacy Rights

Employee Rights

Right to know about Salary

Right to know about Leaves

Right to have Resource

Right to Report

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EMPIRICAL DATA

Whistle Blower Rights

Company keep it confidential.

Company gather the facts, investigate and then took best

decision which support the evidences.

Company punish the culprit.

CSR

Drug Policy

Scholarship Program

Smoking

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EMPIRICAL DATA

Clients Feedback

Rating 9.5 out of 10

Im working in Touchstone Communications since 2003 and

in my best knowledge Touchstone Communications never be
in any unethical conduct. We document everything before
going into it. We have faced many difficulties in business but
we have never done any unethical conduct.
(Head of HR Touchstone Communications)

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ANALYSIS

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ANALYSIS

All the content in these slides are copyright protected by Touchstone Communications & used with permission.

ANALYSIS

All the content in these slides are copyright protected by Touchstone Communications & used with permission.

ANALYSIS

All the content in these slides are copyright protected by Touchstone Communications & used with permission.

ANALYSIS

Touchstone communication always make decisions on the

basis of facts and figures.

There are about 16 different international companies to

which Touchstone Communication is involve directly or
indirectly in business activities.

Nationally Touchstone Communication is the 2nd largest

call center in Pakistan as they build their references
through their clients and penetrate deep in the market.

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ANALYSIS

Touchstone Communications never compromise on the

quality of their service. They have a Quality Compliance
Department by which they have a close check on quality.

Company has faced about 6 to 7 issues regarding lead

fabrication but the people who were involved in it were
immediately terminated.

The company has never faced accounting frauds till now

as the company is yearly audited by an external auditor.

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ANALYSIS

Any form of discrimination and harassment is strictly

prohibited within the organization and any employee
found to have such conduct by the investigation authority
will be terminated immediately.

Different actions have been taken by the organization

regarding employees privacy rights and whistle blowers
rights which shows that how much importance they give to
their employees.

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ANALYSIS

All the information i.e. their contact no., address or any

other personal data is kept confidential and not given to
any other organization without their permission.

Touchstone is committed to provide a substance abuse

free workplace to its employees.

For advertising the company prefer Social Media

(Facebook), Print Media (Newspapers), Electronic Media is
not being used as the company has faced bad experience
with Duniya TV.

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ANALYSIS

The company has about 10 shareholders from America and

3 shareholders from Pakistan.

Touchstone Communications gather feedback on weekly

basis from their clients through forms, emails and Skype.

The company gives great importance to their stakeholders

as they have clearly mentioned that They work very hard
to exceed the expectations of their clients, customers and
each other, and reward those that excel.

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CONCLUSION

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CONCLUSION

Touchstone Communications has incorporated most of the

ethical principles and elements in their business dealings.

Positive organizational behavior, following the hierarchy,

following the rules and creating self-ethics for success,
fact based decision making, commitment, loyalty and hard
work
are
the
key
learnings
in
Touchstone
Communications.

By analyzing its CSR activities we have found that

Touchstone Communications is at Ethical stage of CSR.

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RECOMMENDATIONS

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RECOMMENDATIONS

Allowances for married employees

Geographical Diversity

The degree of hiring standard should not be compromised

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THANK YOU
If you have any queries you can ask!

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