Call calibration is the process of ensuring that all call center quality assurance (QA) evaluators assess customer interactions consistently and accurately according to standardized criteria.
What Does Call Calibration Mean for Call Centers?
In a call center, call calibration involves regular meetings and sessions where QA evaluators review and score recorded calls to align their understanding and application of scoring criteria. This process helps in maintaining uniformity and fairness in evaluating agent performance, thereby ensuring that all agents are assessed based on the same standards.
Why is Call Calibration Important?
- Consistency: Ensures all evaluators are aligned on quality standards, leading to uniform assessments.
- Fairness: Prevents biases and discrepancies, boosting agent morale and trust in the evaluation process.
- Continuous Improvement: Highlights areas needing additional training, enhancing the QA process.
- Enhanced Customer Service: Identifies true performance gaps and training needs, leading to better customer service through accurate agent coaching.
QA Calibration Process
The QA calibration process involves several key steps to ensure effectiveness:
- Selection of Calls: Choose diverse recorded calls representing different scenarios and difficulties.
- Independent Evaluation: Have each evaluator independently review and score the calls based on established criteria.
- Group Discussion: Conduct a session to discuss scores, identify discrepancies, and understand different perspectives.
- Standardization: Reach a consensus on correct scoring, and update QA guidelines and training materials accordingly.
- Feedback and Training: Provide feedback and additional training to ensure evaluators are aligned with updated standards.
- Regular Reviews: Schedule ongoing calibration sessions to maintain high standards of quality and consistency.
Call calibration ensures consistent, fair, and accurate evaluations of agent performance, leading to improved training and customer service. This process involves regular calibration sessions, enhancing overall quality and operational consistency in call centers.