Company Performance Metrics
- Costas Johnson: Founder and CEO
Qualtrak was initially founded in 1998 as Europe’s first specialist consulting business helping contact centers of all sizes to implement an effective Quality Monitoring and Coaching program or to renew their quality program. Working with clients of all sizes, and using all of the major QM products, provided us with valuable lessons in what makes
an effective QM/coaching solutions. They applied these lessons when they transformed their business model from consulting services to becoming a Partner-led company developing products for the Contact Center market worldwide. The greatest lesson they learnt during their early years is the importance of providing supervisors and agents with products which are simple and intuitive to use, not being ‘over-engineered’, measurement must be combined with improvement i.e. the importance of using ‘closed-loop’ solutions and developing solutions which will assist management to create a sustainable ‘continuous improvement’ culture.
