>>What
is calibration and what are the benefits?
What
exactly is quality assurance calibration and why would a
contact center need to do it.
Myra's
answer to What
is calibration and what are the benefits?
The dictionary definition
is...
- To check, adjust, or
determine by comparison with a standard (the
graduations of a quantitative measuring instrument):
calibrate a thermometer.
- To make corrections
in; adjust: calibrated the polling procedures
to ensure objectivity.
To calibrate is to gain
consensus, as a team, on what a quality contact
(phone call, email, chat, letter) sounds like, looks
like, and "feels" like so that every evaluator
is rating the calls the same way.
Evaluators
meet on a regular basis to "check, adjust, or
determine by comparison with each other the standards
set forth by the call center.
some of
the benefits of calibration include:
- It
improves the consistency among everyone who monitors.
- Helps
protect evaluators against being accused of favoritism.
- It
actually serves as a quality assurance mechanism for
improving the quality monitoring process.
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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