VPI QUALITY PRO™ | Call Center Quality Management | Call Quality Management Software

Workflow Automation
Smart Evaluations
Reports
E-Learning
Analytics

Workflow Automation

With the fast-paced nature of contact center operations, the available time of evaluators and supervisors is scarce. It is therefore vital to ensure that their time is focused on high-value tasks, such as evaluating the most coachable calls that also contain the information most relevant to your business focus. VPI QUALITY PRO uses advanced analytics of screen and unstructured data to intelligently select and deliver high-value recordings for evaluation, combining the objectivity of random selection with the tools to focus on the types of interactions that drive your revenue and customer satisfaction goals.

	Automatically Tag Most Coachable Calls for Evaluation – evaluate or schedule high-value calls for evaluation directly from call search results and multiple dynamic, drill-through reports.
	Analytics-Driven Precision Quality Monitoring – implement rules to have VPI FACT FINDER automatically tag and classify important calls for evaluation so you can quickly identify business issues and coach to opportunities for improvement. VPI QUALITY PRO can help you rapidly solve problems with customer retention, decrease operational costs, identify opportunities for revenue growth, and more.
	Automate Call Delivery for Evaluation – Evaluators receive “to-do” lists organized by assignment dates and due dates, with the appropriate evaluation form already associated with the call/screen recordings.

VPI QUALITY PRO integrated with VPI Fact Finder Analytics helps you focus your attention on high-value interactions that are most relevant to your business goals

Smart Evaluations

Non-technical users can easily create dynamic QA evaluation forms and assign automated actions to questions to trigger desktop eLearning, coaching, emails and actionable alerts and notifications to front-line employees and managers according to results of evaluation questions. To increase the speed and accuracy of performing evaluations, some or all evaluation questions can be automatically scored using the results of agent performance metrics related to the interaction being evaluated.

VPI QUALITY PRO enables you to gain actionable insights into quality and customer experience. Well designed quality evaluation forms, reports and processes enable you to efficiently and objectively track the quality of your individual customer interactions while simultaneously revealing significant problems, issues, trends, and opportunities – crucial information for the successful execution of your business strategy. VPI QUALITY PRO provides contact centers with an unprecedented degree of flexibility to customize evaluation forms and reports to conform to your specific needs and objectives.

	Easily design, organize and categorize evaluation forms via an intuitive graphical interface, without IT assistance. Focus on call flow or after-call work skills, while rating any number of call handling competencies and adding comments that pertain to the evaluation or other issues requiring attention.
	Quickly and objectively assess the quality and performance of local and remote agents using a unified Web-Portal based interface for evaluation and playback of synchronized call and screen recordings.
	Monitor and analyze the results of your Quality Management and Coaching using insightful, actionable reports and desktop tickers with data roll-up and drill-down options all the way down to playback of recordings, along with powerful visualizations for expedited, in-depth analysis of causes for quality problems or customer interaction excellence.

VPI’s smart evaluations incorporate timely feedback mechanism – automated actions are triggered by quality scores on a skill, form, or even a question level

Reports & Tickers

VPI QUALITY PRO enables you to gain and share valuable insights through comprehensive reports, dashboards and desktop tickers. The success of your contact center quality improvement plan depends on a clear understanding of your employees’ strengths, weaknesses and areas on which to focus training and coaching efforts. VPI QUALITY PRO pinpoints characteristics of agents’ behaviors by breaking them down into skill-sets, such as communications, call handling, technical, product knowledge, compliance, etc. These skill sets may be tracked, compared between agents and teams, scheduled for automatic notifications of “outliers” that require additional attention, used as triggers for automated delivery of messages to agents via desktop tickers, and much more.

	Conveniently and efficiently access interaction recordings, evaluation forms and reports via a centralized Web Portal, customizable for each user based on roles, privileges, and responsibilities.
	Analyze your QM results and trends using comprehensive reports with data roll-up and drill-down options all the way down to playback of recordings, along with powerful visualizations for expedited analysis of causes for quality problems or customer interaction excellence.
	Drive ongoing quality improvements – provide immediate, personalized feedback via employee desktop tickers and Web-based scorecards.

Personalized Web dashboards and scorecards help track the progress of improvement efforts along with other key business initiatives.

E-Learning

VPI QUALITY PRO enables you to automatically deliver e-learning in the form of personalized feedback and coaching to boost service quality. The solution is designed to automate your coaching process and empower your agents and their supervisors to be highly effective. You can maximize time and cost efficiencies by leveraging electronic coaching as it fits smoothly within the existing workflow, increases retention rates for new information and expedites ramp-up. The solution enables just-in-time delivery of personalized training, objective feedback and information that agents need to perform at their best.

	Drive ongoing quality improvements – provide immediate, personalized feedback via employee desktop tickers, Web-based scorecards, and easy access to evaluation forms with related recordings.
	Deliver personalized training directly to agents’ desktops to maximize effectiveness and empower agents to thrive and excel by providing just-in-time information in the form of training flashes, quizzes, eLearning courses, educational tips, examples of best practices calls, compliance bulletins, and pre-shift announcements.

Fast access to learning content library for ad-hoc or automated coaching assignments improves employee productivity

Analytics

VPI QUALITY PRO, powered by VPI Fact Finder, enables you to focus your quality monitoring efforts on the most pressing customer and business issues. You can evaluate individual calls or entire interactions that may span multiple days and communication channels using targeted, precision quality monitoring forms. As you pinpoint the most critical strengths and weaknesses of your employees, VPI’s solutions will aid you in targeting your coaching and training to rapidly improve operational effectiveness, reduce customer churn, increase sales and collections, and ensure compliance.

	Automatically categorize and prioritize interaction recordings for evaluation by business value – create any number of categories according to types of calls, customers, or transaction IDs.
	Automatically assign the most appropriate evaluation form – Automatically assign the most appropriate evaluation form
	Automatically select and assemble training curriculum for each agent – according to quality scores on a form, skill or question level.

Integrated Analytics automatically assembles, identifies and classifies your most important customer interactions.

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