Case Study: Qualfon achieves better quality and performance for on-premise and at-home agents with VPI EMPOWER software

Boost the Quality and Performance of On-Premise and At-Home Agents with VPI EMPOWER software

Qualfon, a contact center services provider with both on-premise and at-home agents, faced growing pressure to meet different client-specific quality standards, performance goals, and compliance requirements across multiple brands. To handle this complexity, Qualfon turned to VPI and the VPI EMPOWER software to better manage agent monitoring, evaluation, coaching, and reporting.

VPI implemented VPI EMPOWER to centralize QA and performance data, support real-time dashboards, automate PCI-DSS-related recording controls, and give clients controlled remote access to their calls. The result was more consistent quality management, simpler reporting, and improved operational visibility, with all key metrics available in one place and reduced risk from manual compliance tagging.

Qualfon

Tracy Flanigan

Quality Coordinator and Project Manager