Quality Assurance
In high-pressure emergency situations, every second counts—and there’s no room for error. Identifying and addressing weaknesses in telecommunicator performance is critical to ensuring successful emergency responses.
Automate
Cut evaluation time in half and increase objectivity and consistency in your Quality Assurance/Quality Improvement program.
Customize
Leverage the evaluation forms recommended by APCO NENA ANSI-approved standards and adapt them to your agency’s requirements.
Evaluate
Arm your management team with complete incident information to gain more insight into the incident handling process, teamwork, and individual contributions.
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Quality Assurance
Emergency contact centers are under constant pressure to make the right decisions and follow strict protocols. In public safety, there’s no room for second chances.
Wilmac’s Quality Assurance solutions give your PSAP the visibility it needs to drive better performance, reduce risk, and improve emergency response. Manual and random evaluations are inefficient and often miss key issues, especially in high-risk or complex incidents. Without accurate insight into your telecommunicators’ performance, areas for improvement can go unnoticed, increasing the chance for errors during emergencies.Our automated and focused QA solution helps you uncover critical issues faster.
By instantly identifying performance gaps, compliance violations, and areas where telecommunicators may be struggling, you can target coaching and training efforts more effectively. With quicker evaluations and deeper insights, you’ll be able to enhance team performance, boost telecommunicator satisfaction, and ultimately improve the safety and well-being of the communities you serve.
Benefits of Quality Assurance
Cut evaluation time in half while increasing objectivity and consistency
Produce better training and coaching opportunities
Improve employee retention and reduce turnover
Identify best practices and areas of improvement in processes, teams, and individuals
Improve performance issues, knowledge gaps, and compliance violations
Better understand complex incidents with a holistic view
Application Spotlight: NICE Inform Evaluator
NICE Inform Evaluator provides the tools your PSAP needs to improve performance and correct gaps in real time.
Automated, rule-based call selection
To increase the objectivity and consistency of your QA/QI program.
Single call or entire incident evaluation
So you can pinpoint specific actions or address a whole event.
Reconstruction with multiple channels
Including call, video, radio, text, and more.
Collaborate with other agencies
By importing their incident information securely into your folders.
Customizable forms
Including APCO NENA ANSI-approved boilerplates.
Tailored evaluation questions
To different job responsibilities, seniority, types of incidents, and more.
Export encrypted, password-protected incident folders
But still have the option to burn onto CDs or DVDs.