Call Center Management Software:VPI-Corp-Make Better Decisions With Performance Management Solutions

Call center management software has, for some time, been evolving from the very basic, disparate technologies of the 90s to the tightly integrated, multi-dimensional software suites of today. Once upon a time, the standard call center management software implemented in organizations worldwide consisted of a PBX, a call recorder, an ACD and a CRM solution. Times have changed with the emergence of powerful performance analytics solutions designed to rapidly boost contact center performance and operational effectiveness – enabling organizations to discover, diagnose and manage issues before they have a chance to adversely impact customer satisfaction.


In order to survive, compete, and truly maximize the productivity and profitability of an organization, managers need much more information than the systems of the past could provide. There’s only so much that anyone can do with dozens of disparate reports and sheets of data relating to nothing in particular. Even though customer-agent interactions and the associated telephony data represent a veritable goldmine of business intelligence, the old call center management software systems had no way to enable users to access, analyze, and act upon the intelligence. VPI developed VPI PERFORMANCE to empower contact center agents, managers, and executives with actionable, targeted information to drive real-time, multi-level performance improvements. The VPI PERFORMANCE call center management software collects and consolidates real-time and historical performance information from multiple telephony and business systems, delivering critical key performance indicators (KPIs) in a timely and relevant manner for each user. With a powerful combination of real-time consolidated reporting, root cause performance analytics, and targeted coaching and messaging, VPI PERFORMANCE enables contact centers to drive continuous, proactive improvement – crucial for cost containment and profitability.


VPI PERFORMANCE Web-based reports allow managers to conveniently access, analyze and drill through data to quickly identify the root cause of problems or successes and immediately change business direction based on actual customer responses and employee performance. As soon as the problem or success is determined, VPI PERFORMANCE call center management software ensures the delivery of the right information to the right person at the right time with employee desktop dashboards, tickers and scorecards. Managers and supervisors are equipped to manage the here and now – to take immediate actions to solve immediate problems, rather than trying to handle yesterday’s problems next month, or worse, never managing them at all. Managing based on old information is likely to result in once happy, high-value customers taking their business elsewhere.


Unlike the old call center management software solutions, VPI PERFORMANCE enables managers to expedite performance improvements through automated, targeted intervention. They can easily automate the feedback and coaching process and empower front-line employees and supervisors to be highly effective. The solution helps to maximize time and cost efficiency – electronic coaching and learning fits smoothly within existing workflow, is a powerful supplement to face-to-face training, increases retention rates for new information and expedites ramp-up. With timely access to actionable information, managers can rapidly improve sales conversion, collections and quality of service while realizing significant savings in areas such as: agent attrition, quality scores, first call resolution, average talk time, idle time, sickness and absence, average hold time, and much more. With VPI PERFORMANCE, the entire organization will quickly begin to benefit from increased productivity, customer loyalty, and revenue.