Calibration Corner: Best Practices in Calibration and Scoring (e-Learning):

This self-paced, 3-module e-Learning program outlines best practices for call calibration. Students will learn about the benefits of calibration, how to measure calibration effectiveness, who should participate and how to run a productive calibration session.

Measuring quality through monitoring is an ongoing commitment that requires a calibration plan, a process, and the setting of realistic, attainable calibration goals. This session with help you develop a calibration program that includes all the right people and gives structure to your calibration meetings. You will learn to set realistic standard deviation goals that will move you toward better calibration among supervisors, quality analysts, and others involved in monitoring and providing agents with call feedback.

Module 1 - Getting Started with Calibration
Module 2 - Components of an Effective Calibration Program
Module 3 - Running a Productive Calibration Session
Students will learn to:

- Identify the benefits of quality calibration and standardizing evaluation scores.
- Describe the components needed for effective calibration meetings.
- Design an effective quality calibration process.
- Calculate standard deviation and set realistic deviation goals.
- List the five critical factors for facilitating a productive calibration meeting.

Price: $150 (Single-user, 30-day license)

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122