QPC helps the world's leading companies like O2, Barclays and Capgemini to improve their business performance by enabling their customer service operations to surpass their operational and strategic goals.

Our MI, integration, workforce optimisation and capability management systems combined with education and consulting 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.
  Founded in 1981 Callscan quickly gained an enviable reputation for advanced ACD Management Information Systems (MIS) through developments for Nortel, Siemens and Ericsson. Latterly, Callscan also became recognised for its TCS workforce management solution, subsequently sold to Aspect, and training and education services.

Quality Plus was founded in 1992 and initially specialised in working with customers in the development and deployment of effective performance improvement and workforce management processes within contact centres.

In 1994 this developed, through a relationship with etalk (then Teknekron Infoswitch), into pioneering total performance management solutions incorporating selective voice recording and sophisticated tracking of individual and team performance. During 1997 Quality Plus also started working with IEX and their capacity planning and scheduling solution TotalView.

Quality Plus' portfolio of market leading solutions was extended again in 2001 with the addition of an eLearning system for contact centres. At this time Quality Plus also recognised the value provided by allowing eLearning, quality monitoring and workforce management solutions to work together. The Integrated Operating Solution (IOS) strategy was created with the aim of providing a complete workforce performance improvement system. IOS was also the basis for the industry recognised 360° Workforce Optimisation approach that saw Quality Plus once again respected as thought leaders.

This 360° workforce optimisation approach also saw the development of the Séntrel skills management system that for the first time enabled organisations to integrate their workforce management, performance management, quality monitoring, recruitment and training activities.

In December 2002 Quality Plus merged with Callscan to become QPC. The merged company had an international footprint serving the European and Asia Pacific markets from offices within the UK, mainland Europe and Australia.

2006 saw TCC Global, the contact centre strategy software and consultancy provider, become part of QPC. TCC's solutions have a considerable track record of helping internationally respected companies align their customer service enterprises with their strategic and operational goals. KnowTime, the respected workforce optimisation provider in the Nordic region, became part of QPC in 2007. With KnowTime QPC ould address the growing needs of the north European contact centre and customer service market for sophisticated workforce optimisation tools. KnowTime's unique technology for IEX TotalView workforce management also provided greater functionality for the solution.

Changes in 2008 saw some of QPC’s workforce management practices sold to NICE to enable considerable investment in global expansion and development of own IPR technologies. This global expansion included the acquisition of Perimeter Technology in North America and the setting up of QPC in the Americas and the Middle East and Africa with offices in USA, Dubai and South Africa. Drawing on Perimeter’s experience of developing and supporting management information systems (MIS) for the Nortel DMS 100 QPC’s current investments in technology include the development of a next generation MIS, as well as the continued development of the Séntrel Capability Management solution.

 

Australia Post	National Australia Bank
Barclaycard Business	National Express
Barclays	NHS24
Capgemini Ernst & Young	O2
Carphone Warehouse	Office Depot
Citistreet	Omnifone
Clerical Medical	Open University
Dell	Pitman Training Group
Edexcel	Powergen
Energex	Primus
Esure	Qtel
Experian	Redcats
First Direct	RHL
Fuji Xerox	Scottish & Newcastle
Gala Coral	Scottish Power
Garlands	Secure Trust
Halifax GI	Shell
HBOS	Siemens
Hilton	Sykes
Hitachi Capital	Telereal
IFDS	Telstra
Intelligent Finance	The Woolwich
Interflora	UCMS
Lloyds TSB	Ventura
MBNA	Wataniya
Morgan Stanley

  QPC is a trading style of QPC Limited, registered in England and Wales No: 2622653

Registered Office:
The Harlech Building
Theatre Clwyd Complex
Mold
Flintshire
CH7 1YA