QPC helps leading Asia Pacific companies like Westpac, Telstra and National Austrailia Bank to improve business performance by enabling their customer service operations to surpass their operational and strategic goals.

Our workforce optimisation solutions, contact management systems 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 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.

Solutions

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.

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

Strategy Realisation Consulting - knowledge and guidance from experts for those who want to explore different ways to achieve their strategic objectives such as cost reduction, service improvement and customer retention, through macro changes like virtualisation, introduction of automated service, outsourcing and starting new contact centres.

Operational Consulting - in depth advice for those who want to concentrate on operational areas and objectives, such as increasing first call resolution by getting routing right, improving quality through call recording and reducing costs with better workforce management.

Autonomy etalk Qfiniti
Recognised by Gartner and Frost & Sullivan as a market leader in contact centre quality management Qfiniti provides call / screen recording for logging and quality management with customer survey, speech analysis, eLearning and agent assistance solutions. Combined the Qfiniti suite will help your organisation to ensure compliance, acquire business intelligence, measure customer satisfaction, assess the quality of interactions and develop individuals to improve contact centre sales and service performance.

Qfiniti Observe - interaction recording featuring telephone recording and call logging with business rules (CTI) and screen capture for quality monitoring and compliance logging.

Qfiniti Advise - works with Observe to streamline the assessment process using call handling guidelines and improve the precision of quality measurement processes.

Qfiniti Observe EasyLink - use customer service applications to start / stop recording, attach data and re-classify recordings, quickly and easily.

Qfiniti Survey - post call IVR surveys to measure customer satisfaction, these can be linked to call recording assessments to give agents feedback on customers’ views and ensure internal quality measures are aligned to drive customer satisfaction.

Qfiniti Explore - speech analytics to automatically understand the content of recorded calls and improve quality, compliance, business processes, sales and marketing.

Qfiniti Expert - eLearning to allow tutors to assign, and agents to learn, at their workstations. Optimises development costs by reducing the need for costly trainers and the time wasted by moving personnel to and from classrooms.

Qfiniti Assist - interaction assistance enabling faster and more effective service and sales by giving agents quick accurate access to the information they need during customer interactions.

Qfiniti JASS - automated agent screening to reduce the cost of finding the best agents to hire.

Qfiniti Introspect - desktop activity monitoring to see what applications agents are using on their desktops and optimise workflows to reduce wasted time.

ICMI seminars
ICMI seminars - critical operational skills from the contact centre experts. From workforce management to performance management and coaching these fast, informative and enjoyable 1 and 2 day courses give practical ideas to improve contact centre performance.

Interactive Intelligence
As a recognised leader in IP integrated contact management by Gartner, Interactive Intelligence’s solutions are ideal for both contact centres and enterprises handling multimedia communications across single and multiple sites:

Customer Interaction Center (CIC) - IP contact management for contact centres and large enterprises.

Enterprise Interaction Center, Vonexus (EIC) - IP telephony for small to medium size contact centres and businesses with multiple sites.

Messaging Interaction Center (MIC) - unified communications and messaging.

Vocalite - automated service using interactive voice response (IVR) and speech recognition.

Interaction Dialer - outbound / blended dialling and campaign management.

Interaction Recorder - multimedia recording and scoring for quality management and compliance.

Interaction Optimiser - multimedia and multisite workforce management.

Interaction Director - network-based pre and post call routing ("intelligent multi-site routing").

e-FAQ - web self-service and e-mail response management (ERMS).

VU ACD - Telstra CustomNet management information system (MIS)
Real-time and historical call information for Telstra’s CustomNet to help improve agent performance and manage contact centres better.