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. 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 AnalystsOur 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 &
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Call-Quality Evaluations (CQE) ServicesMonitoring | Reporting | Coaching
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AESBUS MEXICO - CQE Center:
Tijuana, Baja California, MEXICO AESBUS Corporate Headquarters: Houston, Texas USA |
CQE ServicesSelect 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.
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CQE Data Intel PlatformCQE 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.
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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
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CQE Solution BriefOur Call-Quality Experts are ready to assist you. They'd love to have a friendly, no-pressure chat with you.
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Let's Talk |