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Quality Assurance

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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.

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Cut evaluation time in half and increase objectivity and consistency in your Quality Assurance/Quality Improvement program.

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Leverage the evaluation forms recommended by APCO NENA ANSI-approved standards and adapt them to your agency’s requirements.

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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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Work with us so you can get to the truth faster. Let’s talk! >>

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Quality Assurance

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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.

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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.

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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.

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Benefits of Quality Assurance

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Application Spotlight: NiCE Inform Evaluator

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NICE Inform Evaluator provides the tools your PSAP needs to improve performance and correct gaps in real time.

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To increase the objectivity and consistency of your QA/QI program.

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So you can pinpoint specific actions or address a whole event.

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Including call, video, radio, text, and more.

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By importing their incident information securely into your folders.

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Including APCO NENA ANSI-approved boilerplates.

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To different job responsibilities, seniority, types of incidents, and more.

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But still have the option to burn onto CDs or DVDs.

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Products with Incident Recording & Reconstruction

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What I found most valuable about Wilmac is their performance in these key project areas: project management, respect for time, desire to understand the broader picture, and team skills of flexibility and communication.

Steven Smith
Ford Automotive Group

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