HRM practices are an integral part of our business strategy.

We are work to develop employees to

their fullest potential, preparing them to be used in strategic ways. Human resources helping us
enhance our competitive advantage in today environment by Hiring competent, skilled CSRs,
Establishing competitive salary ranges, Motivating and retaining CSRs, Measuring CSR
performance and Maintaining CSR skills through appropriate training.

Our BPO industry are possibly the world’s toughest work environment. Having to deal with
frustrated callers, strict work schedules, penny-pinching management and super-high expectation
don’t make it easier for us. To work in a call center as a manager can be very stressful, to say the
least. As any manager will tell you call center management is not for the weak hearted!

Touchstone's Human Resources team provides structure and the ability to meet business needs
through managing the company's most valuable resource: its employees.

Recruitment
We have an efficient recruitment team whose sole purpose is to hire the best candidates for the
company, whose duties include:

 Advertise job postings

 Source candidates

 Screen applicants

 Conduct preliminary interviews

 Coordinate hiring efforts with managers

Employee Relation Management

At Touchstone, we strive for a positive employee/employer relationship. Employee relation is the
HR discipline concerned with strengthening the employer/employee relationship through
measuring job satisfaction, employee engagement and resolving workplace conflict.

At Touchstone, PROFIT means “People Remain Our Finest Investment Today”

 Training and Development

Touchstone Communications is a learning and development oriented organization that makes it

mandatory for every leader to be genuinely interested in people development. Whether its
management or entry-level employees, we believe in bringing out the best in people through
continuous training at all levels. Touchstone’s staff is highly skilled in offering trainings in the
following:

 Effective Communications

 Sales

 Soft Skills

 Various aspects of New Age Management

Our Training Department has well established corporate consultants, famous public speakers,
excellent teachers and some of the best coaches in the region. Training is not just a process in
Touchstone. Instead, it's Touchstone’s turn-key strategy used to enhance an organization’s
productivity. Touchstone also offers customized corporate training packages for other
organizations. With some of the biggest corporate giants and a Fortune 500 company on the panel,
Touchstone’s exemplary trainings have made a positive difference in other organization’s
productivity and profitability.

We truly believe that “If you are not born with a quality, you can develop it with proper training”.

Professional Diametric Program

Professional Dynametrics Program, or PDP, has helped Touchstone adopt innovative and
contemporary approaches to management through the “customized people management”
approach. PDP is a statistical tool that determines work/communication styles and behavioral
tendencies of employees in normal as well as stressful situations. With an accuracy rate of 96%,
PDP is the best guide in determining the right role and the right team for individuals. It has proven
to be a very effective tool for corporate leaders in determining how best to manage their employees.
Touchstone is affiliated with an authorized US based distributor and consultant of PDP and helps
some of the leading telecoms of Pakistan in adopting the modern styles of people management
with the use of this model. Touchstone is available to incorporate the PDP model with consultancy
for any organization looking to adopt the best management practices.

Human Resource Management System

Touchstone use a comprehensive, mature, reliable, robust web based HR system covering almost
all the functions right from recruitment to separation. It is extremely cost-effective and suitable for
our company.
It is a fully integrated HR system for businesses that require cost effective, state-of-the-art
solutions for managing their operations.
Our HR module consists of following detailed sub modules:
 HR
 Payroll
 Attendance System
 ESS
 eRecruitment

Accurate Reporting and Analytics

Touchstone HR use reporting tools to crunch data and generate reports that benefit organizational
performance. As a call center manager we are responsible for providing reports on various aspects
to other departments. Sales and marketing require reports on outbound sales performance, finance
require reports on the operational cost of the call center, and the information technology team want
reports on operational performance of the call center.

HR Manager Interviewed: Mouaz Shahid

Organization: Touchstone Communications

Industry: BPO/Call Center

Site Office: Evacuee Trust Complex, F-5/1, Islamabad

Head Office: Hurst, Taxes, USA