QPC helps the Middle East and Africa's leading companies like Qtel and Wataniya to improve business performance by enabling their customer service operations to surpass their operational and strategic goals.

Our global contact centre consulting expertise, management information systems (MIS), workforce optimisation solutions and educational services have a substantial track record of reducing costs, increasing revenues and improving both customer and employee retention within contact centre and other service centre environments.


We think that customer service transformation is about more than just providing a solution. We think it's about continual improvement. Helping you define how you can positively impact the service and sales that your organisation provides through comprehensive strategic and operational consulting. Enabling you to quickly gain benefits from the solutions you choose and the changes you make through change management professional services, rapid engineering and project management. And, supporting the changes through continual training and best practice events, 24 x 7 x 365 help desks and additional consulting so you sustain benefits over time and gain maximum return from your investments.
  We supply leading workforce management solutions to match agent supply to call demand and deploy valuable resources to reduce costs and improve customer service. Our solutions are available as hosted and managed services as well as traditional customer premises equipment (CPE) deployments.

Multimedia - maximise productivity and manage service levels better by managing all forms of contact from voice calls to emails, letters and faxes.

Multiskill - manage resources with skill types to leverage skills based routing investments, improving customer service through first call resolution within service level constraints and gaining multiskill efficiency.

Multisite - single server architecture to reduce costs and enable the virtual contact centre enterprise.

Holiday and Vacation planning - automate the holiday booking and administration process to reduce costs and manage resource more effectively.

Real-time adherence - gain an up to the minute understanding of individual productivity to manage resources better.

Scheduling with ACD rules simulation - align your resources with your ACD routing to develop the best routing logic for your business and resource constraints.

Integration - use and distribute data quickly and easily across your enterprise.

Séntrel - skills management - brings together contact centre assessment, development and deployment technologies and processes to align workforce skills and competencies with business objectives.

Séntrel - learning management (LMS) - allows training managers to deploy classroom, mentoring, eLearning and virtual class resources to close skill gaps as well as manage content and analyse results from assessments.

Séntrel - virtual class - allows tutor-agent interaction through videoconferencing to teach complex subjects without losing training time by having to move agents to and from classrooms.

eLearning creation applications - for quick development of effective AICC and SCORM compliant multimedia training content for Séntrel- learning management and virtual class or any other LMS:

• Adobe Captivate - quickly build simulations of agents' desktop applications to train new users and speed the introduction of new systems and processes.
• Adobe Presenter - easy content creation by turning Microsoft PowerPoint presentations into engaging interactive training courses with assessments.

eLearning training content - bespoke and ready made multimedia training to improve individual performance and achieve business goals from increased sales to improved customer service.

QPC's Integration Layer (QIL) applications make it easy to share information and integrate solutions. This will enable you to quickly integrate new systems, make the most of legacy IT assets, create processes that leverage additional value from technology investments and reduce cost of operation by removing duplicated manual data entry. Within the contact centre QIL applications typically allow systems such as workforce management, quality monitoring, learning management, skills management, ACDs, contact routing frameworks, CRM, ERP and HCM to work together and share data.

Working with the QPC MIG, QPC's Back Office Management solutions will enable you to get productivity, handle time, service level and arrival rate information from existing processes, workflow systems and applications within your back office to enable performance management and workforce management:

QPC Desktop Connect - a simple way to integrate with existing systems at the desktop level, providing agent productivity and task handle time data. Desktop Connect also features additional tools to help you to understand and optimise your workflow processes, as well as easily integrate to desktop applications and enhance their functionality.

QPC Agent Activity Track (AAT) - enables agents to 'self declare' their availability to do work, the number of tasks they have completed within a period and the type of work they are doing.

QPC Work Management Centre (WMC) - typically collects arrival rate information for manual tasks, such as opening mail, via a web interface that prompts an administrator to input how many tasks have been completed within the previous period. Additionally QPC's WMC can also integrate with third party applications, such as email servers, to collect arrival rate information.

QPC provides 2 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.

QPC provides expert consulting services to enable you to make better people, process and technology changes to align your contact handling organisation to both your operational and strategic objectives:

Strategy Realisation Consulting - Realisation consulting is intended for those who want to explore different ways to achieve their strategic objectives through macro changes to people, process and technology, and execute these plans successfully. Examples of Realisation Consulting include improving service through virtualisation, reducing costs through automated service and improving sales by migrating processes to new contact centres.

Strategy Realisation Consulting is led by Adrian Wilkinson, former head of TCC Global that was acquired by QPC recently. The new service is based on TCC's proven Elitium™ mathematical modelling software and VIABLE™ consulting methodology which have been used successfully by many of the world's leading customer service organisations to improve their businesses.

Operational Consulting - Operational consulting is intended for those who have already selected operational areas and business objectives that they would like to focus on. For example, improving performance through training and development, reducing costs with better resource planning or improving customer satisfaction with quality monitoring. Operational consulting can also help you explore the cost and service implications of changes to a number of operational areas at the same time so you can compare the likely outcomes and choose where to focus your improvement efforts.

The QPC MIG, and its peripheral applications, are part of an approach to managing information within the contact centre and customer service environment that we call Insight for Action™. Insight for Action™ means delivering better Insight about your organisation’s customer interactions so you can take more effective management Action.

The QPC MIG and its optional reporting systems provide both data and management information for organisations using popular voice and multimedia ACDs like Aspect, Avaya, Nortel and Siemens as well as the Cisco or Genesys contact routing frameworks. Using the QPC Back Office Management solutions, and custom built Collection Services, the MIG can also work with any application within a back office workflow as well as popular CRM systems.

QPC reporting applications that work with the MIG include:

QPC Barista - Business Intelligence - Innovative 'ready to use' & bespoke reporting applications to give you incisive business need driven insight into your contact centre operation.

QPC Reveal - Front and Back office MIS - Ready to use comprehensive historical and real-time reporting on contact traffic to help you understand your contact centre better.