Over the last 15 years the introduction of call management, workforce management and performance management systems and practices have driven considerable improvements in contact centre 'front office' contact handling, improving service, reducing costs, increasing sales and making them better places to work.

With over 50% of staff typically working within a contact centre's 'back office' (i.e. performing work that is not entirely dependent on calls) - verifying application forms, processing orders and carrying out approvals etc - many businesses are now looking at how to improve the performance of this crucial cost centre.

The QPC Office Management Solution will enable you to get individual productivity, task handle time, service level, work offered, queue size and even agent work state information from your manual work processes, workflow systems and applications within your back office.



Diagram 1 - QPC's solution for managing office work

Using the QPC Reveal Information Communication Solutions you can analyse and report this information how, when and where it's needed, for everyone from managers to agents. You can also view application usage, for example to ensure that policies on Internet use are being obeyed, and view every individual's desktop work processes. So, you can refine these and make sure that best practices are being used.

What's more, because the QPC MIG makes integration with other systems easy, you can use information about back office work in your existing workforce management, performance management and wall board systems too.