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911 Quality Assurance Software Solutions from VPI. Experience VPI's Award-winning 911 Quality Assurance Software Solution
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911 Quality Assurance Software Solutions from VPI. Experience VPI's Award-winning 911 Quality Assurance Software Solution
Automated Call Taker Quality Assurance

VPI QUALITY™ is today’s most advanced Quality Assurance (QA) software solution for systematic, objective assessment of call taker and dispatcher performance, providing invaluable transparency to everyone involved and exposing shortcomings in both employee and process areas. This is especially critical in the current transitional period when old, inadequate communication systems are being replaced with Next Generation technologies and 9-1-1 centers are expected to handle various different types of communications - not just voice and TTY communications anymore. Plus, the increasingly complex nature of public safety communications entails new regulations that PSAP centers will have to demonstrably comply with. VPI QUALITY enables the evaluation of multiple communication streams and types involved in incidents, along with a variety of supporting evidence, such as images, videos, text documents and data.

Proven Benefits

    Objective, periodic evaluation of individual calls and entire multimedia incidents helps to improve call handling speed, accuracy, and decrease employee turnover (video presentation).
    Adaptation of QA tools and processes to each PSAP’s needs and APCO guidelines via flexible, fully customizable QA evaluation forms and rules behind them
    Rapid insights into each operator’s strengths and weaknesses from powerful reports
    Automated corrective actions via optional messaging and eLearning tied to QA questions and scores

For additional insights, download VPI QUALITY Fact Sheet. To learn more about best practices, download your free resource guide Best Practices in Public Safety Recording, Quality Assurance and Training, and Emergency Response Quality and Performance Handbook by industry analyst, Dick Bucci.
 
Objective QA Forms
 

VPI QUALITY allows you to maximize the value of your evaluations with customized call taking and dispatch QA Evaluation Forms. Your quality assurance reviewer or 911 center supervisor can easily score for knowledge, empathy, compliance and other criteria. You can tailor a set of evaluation questions and forms to different job responsibilities, seniority, types of incidents, and anything else that reflects your priorities. In addition to measuring individual performance, use the reviews to determine whether the processes used by the dispatchers and call takers to handle incidents are functionally efficient on a regular basis. Case study video from Alachua County provides additional insights and examples.

Streamline the evaluation process with secure Web-based access to unified interface for evaluation and playback of synchronized call and screen recordings.
Rate employees on any number of standards and requirements. Add comments that pertain to the evaluation or other issues requiring attention.
Set up rules for triggering of coaching and messages/notifications when designing QA forms, to automatically launch appropriate feedback based on quality scores and selected question-level results - invaluable in the documentation of remedial action.

 

Scoring with Web-based forms is easy - simply scroll and page through the list of evaluation questions and enter your observations. Scores per skills are automatically calculated as you go through the evaluation process.Scoring with Web-based forms is easy – simply scroll and page through the list of evaluation questions and enter your observations. Scores per skills are automatically calculated as you go through the evaluation process.

 
Reports
 

With VPI QUALITY, you can objectively analyze individual and team performance via comprehensive graphical and tabular reports. VPI QUALITY collects results of evaluations in a central database, where quality scores are calculated. Management can use the resulting information to view performance metrics of individual employees or the entire communication center, to determine whether call takers or dispatchers require more training, qualify for a promotion, or are in line for termination. You can also identify a process of your 911 communications center or a dispatch point that requires modification. VPI QUALITY helps you gain unprecedented insight into the productivity and service levels of your center, quality of service to the public, and the effectiveness of training programs.

Customize the selection and configuration of reports according to each system user’s needs and responsibilities.
Visualize data in dynamic, easy to understand score cards, heat maps, charts, and dynamic reports that allow for easy navigation through layers of information (video presentation).
Easily save, print or export reports to standard file types to deliver feedback to call takers or other parties.

 

Results and trends of evaluations can be easily assessed for a group, or the entire center, or individual call takers or dispatchers. Reports are dynamic in nature – you can easily adjust ranges of dates, selection of employees, and other parametersResults and trends of evaluations can be easily assessed for a group, or the entire center, or individual call takers or dispatchers. Reports are dynamic in nature – you can easily adjust ranges of dates, selection of employees, and other parameters.

 
Desktop Tickers
 

VPI QUALITY enables you to drive ongoing quality improvements by keeping employees informed about their achievements – in comparison to goals and team performance. Now you can provide prompt, personalized feedback to employees with Web-based scorecards and desktop tickers that show individual and team quality scores and other statistics and their deviation from goals. The same tickers can also be used for the delivery of updates, announcements and notifications of assigned training, according to the needs of each call taker, dispatcher and supervisor.

Keep employees engaged and motivated to excel by providing near-real time views of individual achievements and ranking in comparison to the team
Boost morale by recognizing employees for top performance by sending messages automatically via pre-defined rules or ad-hoc
Send instant updates about accidents, emergencies and other events that require fast and efficient team coordination

 

Desktop tickers are an invaluable tool that helps you keep everyone engaged, informed and motivated. You can have custom tickers that are relevant for different types of employees, e.g. dispatchers, call takers, managers.Desktop tickers are an invaluable tool that helps you keep everyone engaged, informed and motivated. You can have custom tickers that are relevant for different types of employees, e.g. dispatchers, call takers, managers.

 
QA Standards
 

VPI solutions have been designed to meet quality standards that are evolving in parallel to NG9-1-1 standards. VPI provides leading technologies for NG9-1-1 multimedia recording and incident recreation solutions, complemented with modules designed to conform to newly emerging quality assurance and training standards, developed by APCO in cooperation with NENA and thought leaders from top emergency communications agencies.

Automate the selection of calls for evaluation according to your needs and APCO requirements, such as a specific number of calls per month per employee, prioritized selection by incident type, or higher frequency of new employee evaluations vs. veterans.
Automatically assign the appropriate Quality Assurance form to the incident based on employee category and incident type
Customize the evaluation forms and processes to match your needs and evolving quality evaluation standards.

 

Flexible interface allows you to define rules for automated selection of recordings for evaluation. Use it to enter APCO (or any other) criteria for frequency, type, and timing of evaluations.Flexible interface allows you to define rules for automated selection of recordings for evaluation. Use it to enter APCO (or any other) criteria for frequency, type, and timing of evaluations.

 

For additional information on best practices in QA, read an article published by Emergency Number Professional Magazine: Take Some Quality Time: Getting the Most from Your Quality Assurance Process.
 
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