Vodafone's strategic approach to MI with QPC MIG recognised at Professional Planning Forum awards

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Vodafone's visionary approach to management information using the QPC MIG gained industry recognition as a finalist at the Professional Planning Forum's awards today. The long established, and highly regarded, awards recognise achievement and innovation within the contact centre management information field among other areas.

Within the UK Vodafone's call handling is split between 5000 agents spread over internal, offshore and outsource operations at 19 sites. The 'One Truth' project, based on the QPC MIG, was about building a firm data foundation to better meet the contact management information needs of their business now and in the future. It required a strategic agenda with a significant investment in an innovative management information approach that provided centralised ‘event data’. With this approach Vodafone are enabling information users across their operation including contact routing specialists, resource planners, performance managers, those responsible for removing unnecessary contact, automated service application designers and outsource / offshore partners to make significant changes that are driving improvements for customers, employees and their business.

Talking about the industry recognition and the significance of the project Martin Blacher, Marketing Director at QPC, comments; "We're delighted that Vodafone's innovative project has been recognised at the Planning Forum's awards. We believe it shows the true value of enterprise wide event based contact management information and why businesses should be viewing this area as a strategically important independent initiative with a requirement for significant investment."

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