Quality Management in your Call Centre environment

Quality Management in your Contact Centre with VPI Quality Pro

VPI Quality Pro is a powerful contact centre Quality Management (QM) solution that enables organisations of all sizes to proactively improve customer experience, loyalty, and value. With VPI Quality Pro, you can maximise the impact and ROI of your call quality monitoring processes and dramatically improve the effectiveness and efficiency of your customer - call centre agent interactions.

Web-based Portal Maximising Contact Centre Productivity

Using a fully customisable Web-portal interface, management can easily keep track of their contact centres' performance, and tie these to the challenges and objectives of the enterprise. At-a-glance views of agent quality results and trends, performance metrics, and other data are combined with tools for in-depth analysis of contact centre statistics, access to search, playback, distribution of recordings, and, optionally, information and tools from other integrated applications of from the VPI software range.

Real-Time QM Dashboards for Improved Supervisor and Agent Performance

It's never been easier for call centre supervisors to track the status, progress and outcome of agent performance evaluations. Optional VPI Quality Pro dashboards can be customised to your needs and a band of real-time information displayed at the top of your supervisor workstations. The VPI Quality Pro dashboard can deliver any combination of quality assurance statistics that require constant monitoring.

Dashboards allow agents to monitor the progress of their call handling on an ongoing, daily basis. They can view their quality scores, skill development trends, and KPI-based metrics either individually or compared to a team.

Robust, Easy To Use Call Quality Management Solution

1. Maximise the effectiveness of your quality monitoring processes. Implement pertinent business rules to enable focused, intelligent selection of your contact centre interactions for evaluation.

2. Ensure the objective and consistent evaluation of all your call centre interactions and post-call customer surveys using fully customisable forms to monitor your customer's perspective on quality.

3. Streamline the quality evaluation process with our Web-based, unified interface for quality evaluation and playback of synchronised call and screen recordings.

4. Access quality management and performance information anytime, anywhere, using our flexible Web-based portal.

5. Drive ongoing quality improvements throughout your contact centre. Use real-time quality intelligence presented by optional dashboards that can be customised for each user based on roles, privileges, and responsibilities.

6. Analyse your quality monitoring results and trends using comprehensive quality management reports with summary and drill-down options for in-depth quality analysis of the causes of either quality problems or customer interaction excellence.

7. Align your contact centre quality monitoring program with strategic business goals. Implement integrated, real-time performance management, speech analytics, and agent coaching systems.

Contact Centre Quality Management for Improved Coaching and Training

VPI Quality Pro allows you to pinpoint your call centre agents' strengths and weaknesses and identify areas on which to focus training efforts. The quality management system breaks down the agent's behaviour into the skill-sets you predefine as key for you to have quality measures for, such as communication skills, call handling, technical, product knowledge, compliance, etc. Where weaker skill-sets are identified, or specific quality measures are not met, specific training and coaching sessions may be conducted accordingly.

With our VPI Coaching solution, targeted training content can be automatically distributed to call centre agents based on pre-defined business rules and schedules, such as failure to meet minimum quality or performance criteria.

Valuable Quality Insights at Your Fingertips

With VPI Quality Pro, it's easy to track contact centre quality and gain unprecedented insight into productivity and customer service levels. Managers and supervisors can choose from a variety of convenient tools for access to information. These include a customisable Web portal with dynamic reports on quality and other parameters of performance, an always-on dashboard with up-to-the-minute customer interaction quality updates and an extensive set of pre-defined, customisable, ad-hoc reports that present data from a variety of angles and in a variety of formats.

Comprehensive Contact Centre Quality Management Reports for Informed Decision-Making

VPI Quality Pro comes as standard with a set of pre-defined, adaptable tools for creating custom contact centre quality management reports, plus the ability to report via 3rd party applications. For convenient access to in-depth quality and root cause analysis, VPI Quality Pro web-based quality reports provide for data summary and drill-down; all the way down to playback of recordings. You can also playback calls and start evaluations directly from the drill-down reports. The reports and graphs can be saved, printed, or exported to several file types including Word, Excel and PDF.