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IEX TotalView workforce management from QPC to help Gem manage the future cost of growth as well as improve contact forecasting and agent scheduling.

LONDON, UK (14TH NOVEMBER 2007): QPC today announced that Gem has selected the IEX® TotalView Workforce Management system to improve their forecasting accuracy and agent scheduling whilst managing the cost of future growth. Gem’s 750 agents manage customer support on an outsourced basis for US and European clients across a range of vertical sectors by telephone, email, web chat and SMS from their three call centres in Northern Ireland.

Gem specialises in the management of customer support across all communication channels in a range of European languages. With such a vast range of skills and contact types, TotalView is an ideal choice for providing accurate forecasts across all communication channels and scheduling according to workload and agent preferences.

“We are always looking to make efficiency gains and reduce bottom line costs for our clients. TotalView will perform a critical role in helping us to do this, whilst also providing the means for our contact centre agents to manage their shifts and holidays”, says Anita Acheson, VP Human Resources.

Gem is also implementing SALY, a payroll solution from QPC that uses TotalView to calculate agents’ pay. It takes into account hours worked, overtime and holiday pay and automatically updates the payroll system. Acheson continues, “Our pay structures vary hugely across the business and SALY will make it so much easier to calculate pay quickly and accurately, reducing administration costs and reducing the likelihood of payroll errors.

Commenting on why the implementation is proving so successful Rob Smale, Managing Director at QPC, said, “For larger contact centres workforce management isn’t just a plug and play solution. Our experience with the people and process issues, particularly when dealing with payroll, multiple sites and multiple skills, has been vital to making this project work.” “One of the reasons for selecting QPC was because we were impressed with their partnership approach and expertise within the WFM arena. These qualities will be especially important to us as we bring on line our new call centre in Eastern Europe”, commented Acheson.

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About QPC

QPC helps some of the world's leading companies, like Halifax Bank of Scotland, T-Mobile and BSkyB to improve their contact centres - reducing costs, increasing revenues, enhancing customer satisfaction and positively influencing virtually every key performance indicator. QPC’s solutions include best of breed workforce optimisation systems, contact optimisation consulting and training and development services.

For more information, visit

About Gem

Based in Northern Ireland, Gem provides multi channel, multi lingual contact centre services to global organisations. Our primary aim is to deliver leading customer contact management solutions to clients in the global market place, while creating a working environment and culture that promotes respect for staff and customers.

For more information, visit

For Additional Information:

Catherine Ingram, QPC Marketing
Direct Line: +44 (0) 1352 705822

This press release was distributed by ResponseSource Press Release Wire on behalf of QPC Ltd in the following categories: Business & Finance, Computing & Telecoms, for more information visit