Looking At How To Increase Call-QA Evaluations?
How Often Are You Evaluating Every Agent ?
Business Challenge #1
Are you conducting the number of Call-Quality evaluations that you need, on a consistently regular basis?
Supervisors, team leads, or trainers dual-performing as Call-Quality analysts may rush through evaluations, may do an end-of-month dump of evaluations to meet reporting deadlines, or simply may not be able to handle the volume of evaluations consistently because of other higher-priority tasks.
Business Challenge #2
How calibrated are your internal Call-Quality evaluation teams with external evaluation teams?
High-quality evaluations of agent interactions with customers is only as good as the objectivity of the Call-Quality analysts.
If you are using internal Call-Quality analysts, there may be an increased probability of biased or compromised agent performance feedback.
Business Challenge #3
Are your Call-Quality evaluation teams measuring consistently and are their reports on time?
Your current Call-Quality systems or tools for evaluating agent performance may not be as optimized or standardized as possible.
You may be making critical business decisions based on outdated, incomplete, or in some cases, inaccurate information.
Going Beyond Volume
Aim For Reliability
Raise Your Data Results Confidence-Level
High-volume call centers can't hope to evaluate the quality of every single call. However, by using best-practice statistical methods, reliable and valid Call-Quality evaluation results can be achieved.
Based on the number of agents across your global contact center sites, the greater number of Call-Quality evaluations and higher percentage of agents being evaluated will garner statistically significant results.
Are your internal Call-Quality analysts evaluating the optimum volume of calls to provide statistically valid results for performance feedback that you can trust and rely on for better informed decision-making?
Typical monitoring/coaching programs feature call-monitoring of agents at least once per week. Some contact centers are required to monitor Call-Quality to comply with their company’s ISO 9000 Quality Program.
Call-Quality Evaluations (CQE) Services
Monitoring | Reporting | Coaching
AESBUS MEXICO - CQE Center:
Tijuana, Baja California, MEXICO
AESBUS Corporate Headquarters: Houston, Texas USA
Here's how CQE Services can enhance your Call-Quality Program.
CQE Services Plan
CQE Services can provide the volume of Call-Quality evaluations that you need per week, month, year and per agent across multiple sites.
CQE Services will be aligned with your organization's KPIs and focused on Customer Experience.
CQE Teams & Data Intel
CQE Services can offer you highly experienced Call-Quality Analyst Teams and our CQE Data Intel Platform, an innovative agent performance-monitoring Web platform.
Our CQE Services & CQE Data Intel Platform can scale to your immediate business needs and future goals for continued innovation.
Our CQE teams will implement your company's Service Quality philosophy.
Agent Coaching & Development
Our customizable CQE Services and CQE Data Intel Platform can help you manage agent skills gaps between the customers' expectation for excellence and the customer's perception of service delivered.
It matters that both customer expectations and service perception match each other.
Our CQE teams are experienced with agent coaching and development.
CQE Solution Brief
Our Call-Quality Experts are ready to assist you. They'd love to have a friendly, no-pressure chat with you.