Quality Monitoring Solutions from VPI. Experience VPI's Award-winning Quality Monitoring Software Solution
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Cut the time it takes to evaluate calls in half.

VPI QUALITY™
Automated Quality Monitoring
VPI Quality Monitoring System Solutions Resource Library

VPI gives us consistency in managing quality and reduces the complexity of reporting. It’s now all in one place!
Center Partners

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You’ll also get access to dozens of other valuable white papers, research reports, Webcasts and more in the VPI Resource Center.

VPI QUALITY is the most powerful Quality Management (QM) solution available today. This powerful solution enables you to objectively evaluate agent behaviors, provide timely feedback and support, boost service quality, and cultivate customer experience and loyalty. With VPI QUALITY, you can maximize the impact and ROI of your call quality monitoring processes and significantly improve the effectiveness and efficiency of your customer interactions.

Why VPI’s Quality Assurance Software is better.

bullet Automated call selection for quality evaluation
bullet Flexible, Web-based evaluation tools
bullet Dynamic quality monitoring system dashboards and desktop tickers
bullet Adaptive, open Web architecture

Workflow Automation

Because of the fast-paced nature of contact center operations, the valuable time of evaluators and supervisors is scarce. With improved operational efficiencies gained through VPI QUALITY, your evaluators and managers have more time and resources available to address strategic and mission critical business goals. VPI QUALITY automatically selects and delivers an objective, random sampling of recordings related to your business objectives directly to their desktops for evaluation.

Easily tag the most coachable calls for evaluation – evaluate or schedule high-value calls for evaluation directly from call search results and multiple dynamic, drill-through reports.
Maximize the effectiveness of your Quality Management program – implement rules to automatically tag calls for evaluation, such as per-agent quota or call attributes.
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.

 

In addition to automated selection and assignment of calls for evaluation, VPI QUALITY provides fast access to ad-hoc evaluation toolsIn addition to automated selection and assignment of calls for evaluation, VPI QUALITY provides fast access to ad-hoc evaluation tools

Evaluation Forms

VPI QUALITY gives you access from your desktop via Web interface to well-designed quality evaluation forms and processes. You can efficiently and objectively assess the quality of your individual customer interactions while simultaneously discovering significant problems, issues, trends, and opportunities – vital information that supports the successful execution of your business strategy. VPI QUALITY provides contact centers with an unprecedented degree of flexibility to customize evaluation forms and tailor processes 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 IVR skills, while rating any number of call handling competencies and adding comments that pertain to the evaluation or other issues requiring attention.
Streamline the evaluation process with Web-based access to a unified interface for evaluation and playback of synchronized call and screen recordings.
Quickly and objectively assess the quality and performance of local and remote agents, using a flexible Web-based portal and fully customizable evaluation forms that conform to your specific needs and goals – include many types of question and answer formats with any distribution of weights.

 

Web based interface provides convenient access to evaluation forms and playback of synchronized call and screen recordings from nearly anywhereWeb based interface provides convenient access to evaluation forms and playback of synchronized call and screen recordings from nearly anywhere.

Reports & Desktop Tickers

VPI QUALITY helps 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 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 initiativesPersonalized Web dashboards and scorecards help track the progress of improvement efforts along with other key business initiatives.

Customer Success

American Century Investments Optimizes Client Experience with VPI's Analytics-Driven Quality Assurance and Performance Management
> See how they did it
Boost the Quality and Performance of On-Premise and At-Home Agents with VPI EMPOWER software
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STOP LLC Selects VPI QUALITY to Tackle 100% Call Recording

With contractual compliance and liability issues to mind, STOP LLC knew it needed to record 100 percent of its incoming and outgoing calls. The company’s outsourced recording solution was making it difficult for the company to locate and playback call recordings and successfully pursue an effective quality assurance program. With VPI QUALITY, everything changed.

> See how they did it
VPI's Innovative Call Recording Technology Simplifies Compliance and Improves Customer Service at Tech CU

At Tech CU, every member interaction with a Credit Union employee is considered important - so important that Tech CU makes sure 100% of those calls are recorded and retained for at least seven years.

> See how they did it
Texas Power Uses VPI Call Recording and Quality Monitoring Software to Save Money, Maintain Compliance

Texas Power is a Texas-based, Texas-owned energy company that brings electricity service to communities across Texas. 100% call recording for compliance and risk management is an ongoing business imperative, and the company’s existing client-side call recording system wasn’t properly capturing all interactions.

> See how they did it
UpSource Implements VPI EMPOWER: Achieves Double-Digit Increases in FCR and CSAT in Just Six Months
UpSource, Inc. is a premier provider of outsourced sales, support and technology services with locations in New Bedford, Massachusetts; Seminole, Oklahoma; and Nova Scotia, Canada. UpSource needed to closely monitor and drive improvements in first issue resolution rates and customer satisfaction scores. UpSource selected VPI EMPOWER suite of contact center workforce optimization software solutions for optimization of performance reporting and close monitoring and improvement of customer satisfaction.
> See how they did it