>>When
calibrating for quality call monitoring, do you suggest
calibrating scores only or also the coaching?
My
team meets weekly for a 60-minute calibration and we
focus solely on the scores on the monitoring form. But
it has occurred to us that we may not be consistent on
the comments we individually share with our agents. Do
you know if most call centers calibrate scores only or
do they also calibrate the comments they share when
coaching each attribute on the monitoring form?
Myra's
answer to When
calibrating for quality call monitoring, do you suggest
calibrating scores only or also the coaching?
Great
question! For optimum consistency I recommend
calibrating BOTH the scores and the verbal comments
about each dimension on your quality monitoring form.
Warning...this gets complicated and very time consuming.
But when you get consistent as a team on how you coach
each dimension, you'll find that both quality of
calls and consistently of coaching improves
dramatically.
A
few months ago I hosted a webinar entitled Call Monitoring
and the recording is now available. This program has
dozens of tips for more effective call monitoring, agent
coaching, and it discusses call monitoring technology. I
encourage you to take a look at this program, as it may
give you great insight for your current challenges. View
my call monitoring training outline.
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