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.

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.
  The QPC MIG is used to provide a single comprehensive, accurate, interrelated and accessible data resource for reporting, analysis and system integration purposes. Normally it is used by enterprises with contact routing infrastructures that are comprised of ACDs, contact routing frameworks and IVRs from a mixture of suppliers including:

• IVR and ASR - typically Nortel MPS, Genesys GVP, Cisco CVP, Aspect CSS, Avaya IR, Intervoice Omvia, Nuance and Syntellect
• ACDs and contact routing frameworks - normally from manufacturers such as Aspect, Avaya, Nortel, Siemens, Cisco and Genesys

Using the QPC Office Management Solutions, and custom built Data Collection Services, the QPC MIG can also collect data from most non voice / multimedia applications within office workflows such as email applications, CRM systems and Document Management Systems (DMS).

QPC Office Management Solutions
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.

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 Reveal Information Communication Solutions
QPC offers several analytics, reporting and display solutions that work with the QPC MIG to deliver critical information how, where and when you want it:
QPC Reveal - Reporting - Comprehensive historical and real-time reporting for users at all levels in the contact centre including agents, team leaders, managers and for those in specialist roles like contact traffic management.

QPC Reveal - Analytics - Innovative 'ready to use' & bespoke reporting applications for analysts. Built using the QlikView Business Intelligence (BI) solution these applications give incisive operational need driven insight into contact centre operations. These applications can be viewed through the QPC Reveal Reporting portal or used as stand alone QlikView applications.

QPC Reveal - TV - Provides impactful and meaningful information to enable better communication within community spaces using wallboards and dot matrix displays.

QPC Reveal - Mobile - Gives access to time critical management information from anywhere in the world via a PC or mobile phone.

QPC Agent Interaction Centre
The QPC Agent Interaction Centre provides an agent screen pop with data from the QPC MIG and other systems, such as CRM, to reduce transaction handle time and improve the quality of service that agents provide.

QPC provides 2 solutions that will make it easier for you to carry out resource planning efficiently and effectively within your small to medium sized contact centre:

IEX TotalView hosted - Available for up to 150 agents you can get all the advanced functionality that this leading workforce management system has to offer on a ‘per agent per month’ cost model to help you manage your capital expenditure better. As it’s a hosted solution we’ll also look after the system software and hardware for you on your site, or in our data centre, removing the costs and delays typically caused by training IT staff, implementing software/hardware, keeping this up to date and carrying out essential backups and maintenance. Our expert support and professional services around workforce management are also included in the package.

Workforce Dynamics managed and hosted - The QPC Workforce Dynamics managed solution provides all of the systems, processes and people that you need to carry out resource planning in your contact centre. As well as the benefits that a hosted service provides you will also get expert planning staff and processes without the headache of having to recruit, train, manage and retain this business critical team.

QPC SNAPS
QPC also have 2 solutions to add functionality to the IEX TotalView workforce management system:

QPC Aladdin - allows you to automate the process of managing fair schedule assignment by allocating points to different work times that reflect their desirability (typically less desirable work times will have higher points associated with them). Points accrued by each agent for their times worked are used by Aladdin to automatically rank agents and update TotalView accordingly.

QPC Saly - allows you to automate the process of converting schedules, or ACD log on/off information, held in your IEX TotalView workforce management system into time worked information. This can also be combined automatically with pay rate information for the periods worked so you can make sure wage payments are correct and reduce the cost of calculating these.

QPC has provided management information systems for telephony and contact centres for nearly 30 years. We contine to supply and support 2 legacy systems for use with tried and trusted ACDs that are still used by many contact centres across the world.

QPC pRo100 MIS - the QPC contact centre management information system for the Siemens Realitis switch.

QPC FeatureNet MIS - the QPC contact centre management information system for the Nortel DMS-100 Meridian Digital Centrex switch. The MIS is distributed in the UK by BT.

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.

QPC have 3 intensive and enjoyable courses to provide essential skills to help you to improve your resource planning:

Workforce Management 123 - a 2 day interactive and fun training course to help your staff understand the generic fundamentals of workforce management better.

Resource Planning - intraday management: a fun, intensive 1 day interactive course for those who want to learn more about the importance of tracking daily performance to ensure that service level targets are reached.

Resource Planning 456 – a 1 day interactive course to help you develop your own resource planning strategy and manage people and processes better, so that you will get workforce management right for your contact centre

The new QPC Séntrel capability management platform has been extensively used by some of the world's largest businesses to provide strategic management of capability. Simply put, QPC's Séntrel solutions will enable you to better manage business critical people related processes within your organisation - from appraisal to remuneration, recruitment to compliance and development to training:

QPC Séntrel - skills management - the core Séntrel platform offers functionality around compliance, career planning, training needs analysis (TNA), remuneration and 360° appraisals. The Séntrel platform also has functionality and integrations created specifically to meet the needs of your contact centre and the systems found there.

QPC 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.

QPC Séntrel - virtual class - features state-of-the-art video conferencing with VOIP, so tutors or subject matter experts can guide students, demonstrate applications, set quizzes, respond to questioning. With Virtual Class tutors can even control student's computers remotely.

eLearning creation applications - for the 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.

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

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.

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.