QPC provides 3 different types of training and development services that will offer real benefits for your employees, your business and your customers alike:

BTEC Career Path - a 4 stage training and development programme that provides structured career development for those working within contact centres and customer services, from the point at which they join right through to being a manager.

QPC Results - improvement programmes targeted at sales, service and workforce management to dramatically increase the performance of your people - fast.

Operational training - QPC provide 3 intensive and enjoyable courses to provide essential skills to help you to improve your workforce management:

• Workforce Management 123 - this 2 day course covers the fundamentals of workforce management, needed to match contact demand with agent numbers. During the course you will learn forecasting and scheduling principles, have the opportunity to apply these to several contact centre scenarios, be able to ask questions on specific issues and learn from the experiences of others.
• Resource Planning - intraday management - making sure that agents are in the right place at the right time during every hour of every day is the front line of resource planning. This 1 day course will give you the essential skills and knowledge you need to be able to react quickly to unexpected changes in call loads and staffing levels, and, manage attendance and adherence better so you can attain your service level goals reliably.
• Resource Planning 456 - our 1 day course for managers will give you the tools you need to audit your present operation, define a clear set of operational goals and create a cogent strategy covering technology, people and processes. So, you will get workforce management right for your contact centre both now and in the future.