QPC pRo100 MIS Overview
QPC pRo100 MIS is the QPC contact centre management information system for the Siemens Realitis switch
pRo100 MIS is an advanced Management Information System designed to enable more efficient and effective management of your contact centre. Firstly, by making real-time call and agent information graphically and instantly available, problems can be identified and dealt with as they happen. Secondly, by generating detailed historical reports, it is easier to plan for a more profitable future.
It's a basic fact of contact centre life - you can not manage if you can not measure. pRo100 MIS allows you to do both more effectively. Contact centre managers and supervisors can respond instantly to changes in the operation of the contact centre. For example, assign agents to different groups depending on call volumes. Access to historical data allows performance to be reviewed, reported on and provides a solid foundation for future planning. The result is a higher level of service and improved customer satisfaction.
Features & Benefits
- Informative - Presentation of full colour graphic screens giving real time displays of all call activity, service levels, and agent call productivity allowing you to monitor call and agent activity as it is happens and increase the number and effectiveness of calls handled
- Optimise - Maintain customer service levels through the use of visual alerts that highlight lapses in a pre-determined service level, delivering a faster response to changing circumstances and customers benefit from an improved service level
- Productive - Use of historical reporting facility to produce customised detail and summary reports to accurately measure your success in reaching service quality objectives and to produce realistic plans to meet expected future needs
- Develop - By continually analysing the performance of agents, you are able to reward agents in line with their performance, and retain valued agents
- Motivate - Using wallboards, both IP and serial, as well as virtual wallboards to deliver feedback and important real time information to agents in a colourful, easily understood format to motivate agents.
- Enhance - operation of the pRo100 MIS software is now also enabled via a web-based browser allowing simplification of supervisor client configuration screens and a reduction in the need for IT support
pRo100 MIS based on a client/server application collates the information from the Automatic Call Distribution (ACD) switch and provides the ODBC database with call records. The client software then allows you to monitor the activity of the contact centre in real time as well as enquire on previous call volumes on the reporting system.