It’s not uncommon for customers to question the purpose of that generic, “Your call may be recorded for quality and training purposes” phrase when they call your center. We understand that consistent training efforts and constructive coaching sessions are key components to ensuring the first class experience expected on every customer interaction.

It’s not uncommon for customers to question the purpose of that generic, “Your call may be recorded... Read more

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Certificate on Completion 6 courses 35 modules 8 hrs 24 mins

2. Calibration for Consistency
Best Practices in Calibration and Scoring

Calibration for Consistency Best Practices in Calibration and Scoring We understand that most contact centers put a lot of effort into building a quality monitoring form that describes, in detail, what is expected of agents at every stage of a call, email, or chat session. However, regardless of how well crafted the form is, there will usually be room for interpretation. The purpose of a calibration meeting is to help you identify these differences, and resolve them through effective group discussion.

In this six-part course, students will learn:

  • The essential skills required to run a productive calibration meeting.
  • Why regular calibration is a key component to the success of the center.
  • How often to calibrate and measure the effectiveness of the calibration.
  • To identity ground rules for promoting effective communication.
  • Techniques for providing constructive feedback in a group setting.
  • Students will also have the opportunity to assess a call scenario and practice the techniques presented throughout the course.
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6 modules 51 mins

Marcel

The Quality Assurance program is designed by call center experts to provide a practical and engaging learning experience. Start today.