Calibration Is Key to Improving Quality

Brad Cleveland

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. It is an essential aspect of understanding and continually improving the quality of service you deliver.

Bring Quality Standards to Life with Calibration and Coaching

Brad Cleveland

Calibration is an important tool for ensuring consistency in interpreting performance. Coaching’s not a prescription for … Call Center Contact Center Customer Service Leadership Quality Management Brad Cleveland calibration coaching quality management

Calibration Is Key to Improving Quality

Brad Cleveland

Calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. A high level of calibration provides consistency, reduces the likelihood of agents questioning fairness, and is a means for continuously developing and assessing monitoring … Call Center Contact Center Customer Service Quality Management Brad Cleveland quality management

Stay in Sync with Effective Calibration


In order to have a successful and credible Quality Management program, calibrations should be included as a key driver. Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. Choose your calibration type.

Quality Assurance – Avoiding Gray Areas

Taylor Reach Group

It is gray areas that cause problems in calibrations when providing feedback. By: Colin Taylor. When we are thinking about our Quality Assurance (QA) processes, we need to ask ourselves, “Are we measuring the right elements and in the right ways?” What I mean by this is “Are our measurements concrete enough?” If we are employing a 10-point scale, can anyone really explain and rationalize a 6 versus a 7?

6 KPIs to Guarantee Success from Your Outsource Call Center

Outsource Consultants

This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance.

Call Quality Monitoring Dos and Don’ts


Letting agents listen and score their calls before talking about them, involving them in calibrations, and listening to top performers helps create a collaborative feeling that improves coaching effectiveness. DO: Hold recurring calibration sessions.

3 Consulting Strategies to Improve Call Center Performance

Outsource Consultants

Building of ongoing calibration procedures. In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company.

10 Steps to Creating Great Outsourcing Partnerships

Taylor Reach Group

6) Calibrate on quality: You know what your customers need, and your quality system should reflect that knowledge. Calibration calls help keep everyone aligned. Calibration can be done a number of ways. Separate from calibration, the partner should be regularly monitoring each individual for quality, according to your standards. By: Peg Ayers , MBA, CCXP. Outsourcing your Contact Center can be a scary proposition. You feel like you’re losing control.

Closer to the Customer

Service Agility

While you need to be careful about over-reacting to a single instance, the value of listening to the transaction is that it encourages a response much more effectively than a single low rating in a satisfaction report.Group calibration sessions. The deepest dig into a service transaction happens during calibration sessions. The focus of calibration, of course, is getting everyone in line regarding ratings.


Sikorski's Think Abouts

Provide the calibration function. What will coaching do? Correct undesirable behaviors. Improve communications skills. Increase productivity. Decrease Employee Turnover. Staff will become more engaged. Result in suggestions to improve procedures. Optimize Contact Center performance. Role of your Supervisors/Team Leaders. Must meet Objectives and KPIs. Own the quality of their team. Identify opportunities to improve each agent. Modify agent behavior through coaching.

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

Internally the quality assessors can calibrate between themselves. But calibrating with the client is much more challenging. The calibrated calls become a sample of this small sample. Of course, every time someone on the CCO or client team leaves or moves onto another role, the calibration process must be reset. By: Colin Taylor. The Contact Center outsourcing industry is a significant piece of the customer service and support landscape.


Sikorski's Think Abouts

Performance Standards (Calibration) Chart. A formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated. Here are the components: Performance Evaluation Policy Form. Quality Monitoring Form. Performance Evaluation Form. If you would like samples of these forms, please send me your email and I will gladly share. Trends in Quality Assurance: Less punishment more training. Cheaper data storage.

Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

So to be transparent with you, we conducted Survey Calibration on the post-call IVR surveys collected for “Contact Center A”. Just as in your internal quality monitoring program (iQM), you conduct calibration for accuracy and fairness, so must you for your customers’ quality monitoring.

4 Reasons Your Quality Management Stinks

Customer Centric Support

Many of us work hard on this concept of “calibration,” which in QM world is training people to give a similar score for recurring behaviors. Tips for creating a customer-centric quality management program. When implemented well, a Quality Management program has the potential to revolutionize both the agent and the customer experience. The sad reality is that most QM programs do more harm than good.

Where Are You on The Spectrum of Agent Performance

Customer Relationship Metrics

Ownership is key to these programs and are enabled by the Survey Calibration process. Far too many people that are responsible for Voice of the Customer programs in contact centers are consumed with getting their daily tasks done (and putting out the fires).

9 Questions to Ask When Designing a Quality Program

Customer Service Life

If you can document the answers to these nine questions, your agents will have a clear understanding of what’s expected of them and the supervisors performing the quality monitors will be aligned or calibrated with one another.

Time to Fire your Training Department?


I was on one of those dreaded calibration calls with an external client — you know, that conference call where you randomly listen to a phone call from a customer and critique how well the representative did. Please stop me when this sounds familiar.

Agent Attrition: Time for a Change

Service Agility

It seems that we need to re-calibrate our approach to find any annual attrition rates in double digits (or more) to be a red flag. Originally published in the Contact Center Pipeline, September 2014 “Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. It suggests a certain resignation to a situation that is not only problematic on its own, but symptomatic of bigger issues in an organization.

Customer Experience + Marketing: Pro’s & Con’s


Help them compare notes, calibrate cadences, establish continuity and drive synergies. Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer?

Emirates Vs Etihad – Customer Experience Review


So in summary, both airlines have room for improvement in a number of areas when it comes to making the experience as accessible as possible – 6 and 7 out of 10 are low scores for brands of this calibre.