Session 5: Improve Consistency Through Calibration
October 29, 2015
Improve Consistency Through Calibration: Conducting Effective Quality Calibration Sessions
Calibration is a comparison between measures. In a call center it is an ongoing process where quality specialists and call center supervisors complete evaluations on a single call, measure the variance and reconcile the differences. In the end, it is a center’s degree of calibration that IMPROVES consistency in quality, both in the application of standards to call behaviors and in the frontline performance which impacts your customers. In this session, you will learn the key decision points for creating an effective calibration program, how to measure call calibration and best practices in conducting a productive calibration session.