Program: Quality Assurance

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