Driving employee engagement and well-being

Improving Agent performance and expertise in real-time

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Problems we've been asked to solve

High components of AHT

Unknown unproductive behaviour

Unmotivated Agents

Agents gaming the systems

Low service level adherence

Absenteeism & attrition

Solutions Used

Notifications prompt Agents based on real-time CTI, speech, text and desktop activity

Real-time intraday view of Agent performance

Gamification of intraday activity

Real time view for Team Leaders

In call provision of support and suggestions

Complete view of customer journey & sentiment

Benefits Made

Reduce AHT by 5-10% out of the box

Improve efficiency/productivity by a further 10%

Minimise Agent & Customer effort

Increase Agent engagement

Reduce absenteeism & attrition

Solutions Implemented

Tracxion

Learn More

Speech Analytics

Contact Us

Take the next step in making your Contact Centre better

QPC delivers innovative service and solutions that improve customer contact. We work with you to solve problems so you can deliver your business goals

  • The Harlech Building, Theatr Clwyd, Mold Complex, Mold, Flintshire. CH7 1YA
  • contactus@qpc.com
  • +44 870 242 1097

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