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.
  Good resource planning is essential for getting the right number of agents to match your contact demand. It will minimise your organisation's personnel costs, provide the service that your customers demand and make your contact centre a better place to work. But, it can be difficult for small to medium size contact centres to plan resources well when capital expenditure, skilled planning personnel and IT resources are all in limited supply.

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 provide 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.

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'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 provides 3 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.

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

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.

QPC has provided management information systems for telephony and contact centres for nearly 30 years. Our latest MIS, the QPC MIG, represents a major advance in technology. For the first time enterprises with multi-site, front and back office environments can be managed from a single system.

QPC Management Information Gateway (MIG) - 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 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.

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.