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.

Séntrel - skills management - brings together contact centre assessment, development and deployment technologies and processes to align workforce skills and competencies with business objectives.

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.

Séntrel - virtual class - allows tutor-agent interaction through videoconferencing to teach complex subjects without losing training time by having to move agents to and from classrooms.

eLearning creation applications - for 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.

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

With extensive experience of technology integration and our own data capture, reporting and exchange systems we can help enable service oriented architecture (SOA) within your organisation. This integration capability means that you can get the most from our systems by making them interoperable with your existing technology and protects your previous, current and future technology investments.

QPC Barista - quickly get the precise management information you want with rich graphics by obtaining and combining information from single or multiple systems.

QPC Integration Layer - allows contact centres to adopt a service oriented architecture (SOA) approach to workforce optimisation. Using the QIL systems such as workforce management, quality monitoring, learning management, skills based routing, ACDs, ERP and HCM can work together and share information, creating integrated processes to leverage additional value from existing technology investments.

QPC Desktop Connect - collect information and trigger from any application on the agent desktop to overcome issues of enterprise level sharing and speed integration.

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.

We understand the importance of MIS as a vital tool for contact centre managers, supervisors and team leaders. It allows them to set service level objectives, measure performance and identify and respond to potential problems in real time. The use of MIS solutions developed by QPC, benefits customers, employees, the contact centre and the organisation as a whole.

QPC provide three MIS systems to help organisations gain and understand business critical information from their ACD and contact routing platforms:

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.

CTIA - a powerful reporting information system for organisations using Cisco ICM or the Genesys framework. The CTIA MIS gives unsurpassed access and display of granular information using CTI data. It can be used as a highly flexible single point of management information access for complex environments with multiple sites and ACD / contact routing platforms. Alternatively it can be used to generate better reporting for organisations with simple one site one platform operations.