Looking At How To Achieve J.D. Power Excellence?

How Satisfied Are You With Your CSAT Ratings?

CQE Data Intel Platform

The CQE Data Intel Platform can be bundled with our CQE Services.

This easy-to-integrate and easy-to-use  Web-based platform includes robust tools for on-demand access to insightful data intel for better-informed decision-making.

• Real-Time Data Dashboards.  Call-Quality performance metrics reporting (interactive dynamic infographics).
• Call-Quality Evaluation Templates.  Customizable builder for your KPIs and/or business metrics.​

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​Data Intel: Multiple Call Center Sites

Independent Call-Quality Team

Our ​CQE Services can scale and align analyst teams to meet your global contact center business needs. 

• Highly experienced. Our CQE ​team members have come up through the ranks of frontline contact center agents, trainers, and managers.
• Globalization. They have a strong background with global industry-leading companies with high cultural diversity.
• Americanization. They are dual-language proficient (U.S. English/ Spanish) with a high level of Americanization.

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​Languages: U.S. English & Spanish

Call-Quality Agent Coaching

​You can rely on our CQE teams to consistently conduct high-quality unbiased evaluations. ​

• ​CSAT. Evaluations include agent coaching commentary and tips on how to improve the Customer Experience.​ 
• Score Calibration. Our analyst teams conduct score calibration for accuracy and validity across your contact center sites​​.
• Optimization. Our analyst teams are highly proficient with the ​CQE Data Intel tools that optimize Call-QA Evaluation reports on agent performance.

​Feedback: Call-QA Coaching Insights 

Going Beyond Checkmarks In A Scorecard

It Starts With The
​Call-Quality Form

• Why are you getting mediocre analyst feedback on agent performance in the evaluations?

At the core of effective Call-Quality monitoring are performance metrics for:
First Call Resolution (FCR)
​Customer Satisfaction (CSAT)
Relevant Key Performance Indicators (KPIs)
Customer Effort Score (CES)
​Net Promoter Score (NPS)​

CQE Services offer experienced Call-Quality analysts that can provide insightful coaching feedback based on your KPIs to help improve agent performance and CSAT ratings.

​CQE Data Intel Platform includes a Call-Quality Evaluation Template Wizard for building call scorecards based on your KPIs and other business and Call-Quality Program criteria.

It Continues With Development of Agents

• Are your analysts providing agent coaching insights in the evaluations for agent development?

Customer satisfaction impacts the company's brand. Monitoring and evaluating agent-customer interactions is key to driving Customer Experience excellence.

​Well-designed call-scoring evaluation forms for analyzing agent calls should include Call-Quality and business metrics specific to your organization, such as:
​Key Performance Indicators
​Customer Satisfaction
Greeting/Opening
Closure & Follow-Up
Account Verification
Protocol Compliance
Promotional Script ... and more

​Evaluation forms facilitate standardization of call center agent performance metrics that can provide insights into agent training gaps (for agent coaching and development) and overall Customer Experience. 

Call-Quality Evaluations (CQE) Services

​Monitoring | Reporting | Coaching​

AESBUS MEXICO - CQE Center:
​Tijuana, Baja California, MEXICO
AESBUS Corporate Headquarters: Houston, Texas USA

CQE Services

Select the level of external Call-Quality Evaluations support your global contact center organization needs. We can align and scale our CQE Services to your business needs, Call-Quality Program goals, and Customer Experience initiatives.

CQE Data Intel Platform

CQE Data Intel Platform is bundled with our CQE Services. This Web platform includes Call-Quality tools that are easy to integrate and use with your current Call-Quality Program systems and processes. ​Contact center agents, managers, trainers, and executives can access information relevant to their roles and responsibilities.

CQE Center

AESBUS MEXICO can offer you a competitive edge with low-cost CQE Services. We invite you to visit our CQE Center in Tijuana, Mexico.

Independent Call-QA Team

Call-QA Evaluations & Agent Coaching

Agent Development & CSAT

Evaluation Template Toolbox

Create Call-QA evaluation forms based on your KPIs, Call-Quality Program criteria, and other business requirements.

Key Performance Indicators (KPIs)

Call-Quality Program Criteria

Business Requirements

Evaluations Data Toolbox

Access Call-QA real-time data views and infographics to track agent evaluations, scores, performance trends, site comparisons, etc.

Call-QA Data Intel Viewboards

Agent Skill Gaps Discovery

Agent Performance Trends

C  S  A  T    R  A  T  I  N  G  S

The WOW Effect

Voice of the Customer (VOC) is centered on what customers are saying about your product or service. And it's really important to pay attention to that customer narrative. It can uncover opportunities for Customer Experience improvement in your global contact center organization. Your call agents play a large role in the customer's perception of your brand and are at the forefront of CSAT ratings. 

Aim for and achieve J.D. Power excellence.

CQE Solution Brief

This Solution Brief addresses common business challenges  that global contact centers face with accessing up-to-date Call-Quality performance data and how our CQE Services can help overcome them.

CQE Data Intel Viewboards

Our Call-Quality Experts are ready to assist you. They'd love to have a friendly, no-pressure chat with you. 

(281) 717-6957

Marcus Latham
Customer Experience
​Enterprise Solutions

Jennifer Davenport
Customer Service
​Agent Development

Let's Talk