Looking At How To Enhance Call-QA Evaluations?

How Impartial Are Your Call-QA Analysts?

Dedicated & Independent Services

Industry surveys show that internal Call-Quality evaluators may have competing work priorities and may lack time or workload bandwidth to provide effective and insightful feedback on a consistent basis.

External/remote monitoring via CQE Services provides a needed quality check that is independent of your contact center organization.

CQE Services are focused on adding credibility to your Call-QA Evaluations Program. 

External & Objective Feedback

Although a contact center's internal Call-Quality evaluators may be experienced and knowledgeable of performance metrics and KPIs, they may also be well acquainted with the agents being monitored, which can potentially lead to biased or compromised QA feedback.

Our CQE analysts are external to your contact center organization. This means that as independent and remote analysts, they are removed from potential biases that may affect Call-QA scoring.

CSAT Monitoring & Auditing

Recent contact center studies show that the implementation of objective and impartial Call-Quality evaluations can and will have a quantifiable impact on call agent development and Customer Experience.
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Our expert and bilingual CQE analysts can drive agent customer-interaction behaviors that support your organization's business goals, Service Quality Program, and overall Customer Experience strategy (Voice of the Customer). 

Going Beyond Scorecards

Expert Call-Quality Evaluation Analysts

Our Call-Quality Evaluation analysts at AESBUS MEXICO have extensive experience in call center operations management, agent coaching and training, team supervision, Customer Experience service philosophy, and Quality Programs for ISO compliance.

Our CQE analyst teams have adopted business and Service Quality philosophies from great and innovative companies such as Metro by T-Mobile, Telmex, Telcel Wireless, Mexicana Airlines, Plantronics, and more. Our CQE analyst teams and  trainers will incorporate your Service Quality philosophy.

CQE Center excels in recruiting, hiring, and retaining staff to scale to our clients' business needs, including ramp-up operations for new contact centers.

CQE Services &
​CQE Data Intel Platform

CQE Services and CQE Data Intel Platform can assist you with setting and capturing Call-QA performance benchmarks that serve to substantiate, support, and advance your Customer Experience initiatives and agent development improvements month-over-month and year-over-year across your global contact center sites.​ 

• Increase volume of Call-Quality evaluations per week.
• Increase frequency of Call-Quality evaluations per agent.
• Standardize analyst objectivity of Call-QA evaluations and feedback.
• Enhance agent coaching feedback in Call-QA evaluations.
• Ensure reliability and validity of Call-QA performance reporting.
• Facilitate on-demand access to real-time Call-QA data intel.

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 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

Impartiality Matters

CQE Services

C  R  E  D I  B  L  E     D  A  T  A    I  N  T  E  L

Call-Quality Evaluations analysts provided new and unbiased perspectives on our Call-QA performance metrics. Feedback included agent coaching tips for performance improvement. Real-time reporting via Infographic Data Dashboards and especially the Executive Comparative Data Dashboard have greatly helped substantiate Customer Experience improvements and changes to our Performance Quality Program across our numerous call center sites.

A world-wide leading provider of wireless 4G LTE network services

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