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Emergency Call Taker Quality Assurance Made Easy
    Objective Evaluation of Individual Calls and Entire Incidents
    Flexible, Fully Customizable QA Evaluation Forms
    Powerful Reports for Rapid insights
VPI QUALITY is today’s most advanced, pro QA software solution for objective assessment of call taker and dispatcher performance and the effectiveness of working processes. The solution is invaluable for helping public safety and security organizations dramatically increase effectiveness and operational efficiency, create more focused training programs, and reduce personnel turnover.
 
Improve Call Handling and Dispatch Efficiency and Consistency with Automated Selection of Calls for Evaluation
VPI QUALITY automates the process of selecting a random, objective sampling of call, radio and screen recordings for pro QA software evaluation, based on predefined schedules and rules, such as the frequency and timing of evaluations for your new and veteran call takers.
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Easily tag critical calls and entire incidents consisting of multiple calls and radio transmissions for evaluation – evaluate for performance reviews, training, and to maintain your certifications. Now you can schedule high-value calls and incidents for evaluation directly from call search results and multiple dynamic reports.
Automatically manage the evaluation schedule – evaluators receive “to-do” lists organized by assignment dates and due dates, with the appropriate evaluation form already associated with the call/screen recordings.

Maximize the Value of your Evaluations with Customized Dispatch Quality Assurance Software Evaluation Forms
Your quality assurance reviewer or 911 center supervisor can easily customize the evaluation forms and score for compliance and other criteria. You can tailor a set of evaluation 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 are functionally efficient on a regular basis.
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Streamline the Evaluation Process with secure Web-based access to unified interface for evaluation and playback of synchronized call and screen recordings.
Easily design, organize and categorize pro QA software evaluation forms via an intuitive graphical interface, without IT assistance. Focus on call flow or specific types of skills, while rating any number of competencies and adding comments that pertain to the evaluation or other issues requiring attention. Rate call takers on any number of standards, such as:
Answers the telephone quickly and correctly (within 10 seconds of the call, 90% of the time).
Asks and verifies the location of the incident or emergency.
Obtains the callback phone number from the person making the call.
Determines the nature of the incident or emergency and selects and assigns the appropriate response to the incident.
Accomplishes the above tasks quickly and effectively (within 60 seconds of the receipt of the phone call, 90% of the time).
Obtains all pertinent information and makes updates accordingly and keeps the caller on the line until all required information is obtained.
Controls the conversation with the caller, explains all possible emergency actions and employs calming techniques when required.
Exhibits a calm and professional demeanor at all times and acts in a courteous and tactful manner.
Demonstrates proper documentation of all information received on call-taker screens.
Dispatches the appropriate police, fire, or EMS units within the prescribed time frame established by the 911 emergency communication center's or remote dispatch point’s standard operating procedures.
Provides all pertinent information to the responding police, fire, and/or EMS units and relays updated information about the incident or emergency to the responding units.

Objectively Analyze Individual and Team Performance with Comprehensive Reports, Dashboards, and Desktop Tickers
VPI QUALITY dispatch quality assurance software collects evaluation results in a centralized database, where they are automatically analyzed. Management can use the resulting information to view performance metrics of individual call takers or the entire communication center, choosing from a wide variety of graphs and charts to determine whether a call taker requires more training, qualifies for a promotion, or is in line for termination. Determine whether any process of the 911 communications center or remote dispatch point requires modification or change. Gain unprecedented insight into the productivity and service levels of your center, quality of service to the public, and the effectiveness of training programs. The reports and graphs can be saved, printed or exported to standard file types for delivering feedback to call takers or other purposes.
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Conveniently and efficiently access interaction recordings, evaluation forms, and reports via a centralized Web Portal, customizable for each user based on roles and responsibilities.
Analyze your Quality feedback and trends using comprehensive reports - Visualize data in dynamic, easy to understand heat maps, charts, and reports that allow for easy navigation through layers of information. Customize your dispatch quality assurance software interface for instant access to the most important charts.
Drive ongoing quality improvements – provide prompt, personalized feedback by providing exported evaluations with related communication recording for review, or by using Web-based scorecards and employee desktop tickers that link to additional information.

Establish a Foundation for Improvement with Focused, Efficient Training
Improve staff productivity, morale, and retention with targeted training that focuses on the strengths and weaknesses of each call taker and dispatcher, uncovered through quality evaluation. Periodic, personalized training improves staff productivity and maximizes their success. In the emergency dispatch center this means that as calls are handled more effectively and efficiently, time savings can be applied to save more lives.
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VPI TRAINING provides for automated, personalized, electronic training assignments and delivery, in order to maximize each call taker’s potential.
Leverage VPI CAPTURE PRO to automatically collect and append valuable CAD data, including incident number and incident type, from call taker screens to call recordings, so that your call taker quality evaluation system can be focused on specific types of incidents, based on their frequency, categorization, outcomes, or other objectives. Most appropriate training modules can be associated with evaluation forms that focus on different types of incidents for the most focused staff training and coaching.










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    Analyst Perspectives
The VPI EMPOWER 911 suite can be implemented rapidly and cost-effectively to record and automatically and assess a vast number of interactions and quickly identify the critically important ones that should be listened to, evaluated and coached on.

 

- Dick Bucci, Analyst
The PELORUS Group