Dispatch Quality Assurance Software Improves Public Safety Communications

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Authored by Patrick Botz, Vice President of Solutions Marketing, VPI

Dispatch quality assurance software is more important today than ever before. Recognized as an essential component in the quest for improved performance, efficiency and productivity, public safety organizations are now placing an increased emphasis on the capabilities and deployment of dispatch quality assurance software. In the midst of today's consolidation and changes, many public safety and security organizations are being asked to do more with less resources. Therefore, it is even more important than ever before to maximize the productivity and effectiveness of current employees and resources. There is tremendous value in assessing recorded interactions with dispatch quality assurance software. As public safety organizations roll out new programs, technologies and Next Generation 9-1-1 initiatives, a quality assurance program using automated dispatch quality assurance software tools can be invaluable for monitoring the adoption and success of your initiatives.

Benefits of Dispatch Quality Assurance Software:

Integrated dispatch quality assurance software can be extremely valuable in improving the efficiency and accuracy of emergency communications. Quality assurance helps improve productivity and reduce staff turnover. With new Web-based dispatch quality assurance software tools that automatically assign the appropriate customized evaluation form, public safety and security organizations can objectively evaluate individual call taker quality or performance of multiple call takers during entire incidents, regardless of how many locations, units and jurisdictions involved. In addition to enabling thorough evaluation of call taker performance with regard to fast, efficient, accurate and high quality call handling, dispatch quality assurance software helps public safety and security organizations ensure that call taker and dispatcher processes are working properly and within compliance.

Advantages of Screen Analytics:

Today's advanced multimedia recording and dispatch quality assurance software solutions use screen analytics to easily capture important fields, values and data from desktop monitors and console screens. This can be achieved without requiring organizations to perform expensive back-end integrations to the applications running on employee desktops. By being able to tag data like "Incident Type" from the CAD system to recorded calls, organizations now have the ability to evaluate calls by incident type. For example, an organization may determine a need or desire to listen to all or a high percentage of calls related to a certain incident type such as robberies, domestic violence, medical-related calls or homicide.

Additional Advantages of Automated Coaching:

Public safety organizations are using the assessment scores from their dispatch quality assurance software to improve their training programs and automatically assigning targeted, supplemental coaching to those call takers that need improvement in certain areas identified by quality assurance evaluations. With an integrated, automated coaching solution, public safety and security organizations can quickly and automatically deliver feedback and training content that addresses the needs of each call taker, dispatcher and supervisor. Advanced coaching solutions enable authorized users to access training content and reports on results of training via customized Web dashboards or desktop tickers.
To learn more about best practices for using and the latest advancements in dispatch quality assurance software, visit VPI-corp.

VPI [Voice Print International] is the premier global provider of interaction recording and analytics, contact center quality management and workforce optimization solutions. For more information visit http://www.vpi-corp.com/.

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