Q-Max Systems is the most widely installed workforce management solution in UK organisations, according to a recent survey conducted by the Professional Planning Forum, the independent industry body promoting best practice in contact centre resourcing and planning.
The survey results were presented in a keynote speech at the tenth annual Forum Conference held this April in Birmingham, attended by over 500 delegates. The survey showed that 30% of organisations included in the survey had Q-Max installed and that one third of public sector respondents were Q-Max users.
Q-Max also ranked highest for satisfaction with vendor support, scoring 7.3 gainst the average vendor ranking of 6.5.
David Jones of Q-Max commented, "These results recognise the focus we give to supporting our customers. They also reinforce the continued investment in resource Q-Max has given to customer care in recent years. We offer clients complete on-site installation and training with a dedicated account manager, to help them maximise the value of their investment in our solutions. All of our account managers have years of hands-on experience in contact centre operations and in implementing Q-Max successfully within organisations."
Q-Max Systems was acquired at the end of 2009 by Netcall Plc, the leading provider of callback solutions. Henrik Bang, CEO of Netcall said, "This endorsement of Q-Max's success supports our overall strategy of working closely with customers to help them implement and operate our solutions effectively in their businesses, positively improving the experience of both employees and customers. Combining the Netcall and Q-Max product portfolios has significantly enhanced our ability to deliver valuable benefits to our customers."
Q-Max optimises deployment of staff to best meet service levels at minimum cost. Agents can be 70% of call centre operational costs, so scheduling the correct numbers of agents at the correct times of day can dramatically reduce costs and also improve customer experience.
Q-Max Systems organises National and Regional User Groups and issues regular newsletters to customers with technical updates and practical guidance information. The Q-Max Help Desk is staffed by experienced contact centre managers. Q-Max also offers regular health checks for customers with their dedicated account manager.
Paul Smedley, Executive Director of the Professional Planning Forum said, "As the independent industry body, we promote best practice and innovation.
Attendance at our recent conference demonstrates how far the planning profession has come in the last ten years. Congratulations to Q-Max and its users for their contribution to the planning profession."
The Professional Planning Forum
The Professional Planning Forum is the independent industry body promoting best practice and professionalism in contact centre planning. It offers research, advice, accreditation, training and member support to help every centre develop the confident skilled analysts that are key to contact centre improvement.