How to Boost Your Quality Monitoring with Calibration – And Why You Must

Myra Golden Media

What I did is I began meeting weekly with my supervisors to calibrate. Calibration is simply: To check, adjust, or determine by comparison with a standard (the graduations of a quantitative measuring instrument): calibrate a thermometer.

Stay in Sync with Effective Calibration

NICE inContact

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.

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How Do Performance and Calibrations Relate


Measuring performance in your call center or customer service department is an ongoing, in-depth, enlightening process. CX Culture

What Does Quality Assurance Calibration Mean


Quality assurance has the power to help any contact center or support department improve its customer experience. HR Management for CX

Are calibration sessions necessary in an AQM environment?

DMG Consulting

Do we still need to do calibration sessions? Answer: Analytics-enabled quality management (AQM), which leverages capabilities that include speech, text, and desktop analytics to automatically evaluate up to 100% of customer interactions, enhances, but does not completely eliminate, traditional quality management (QM) processes, including calibration. Calibration is a critical component of a successful AQM program, as it is in a traditional QM process.

How to do Quality Assurance Calibration to Assure Accuracy


Preparation is key for effective quality assurance. If you just drop your QA analysts in at the deep end and expect them to start transforming your customer service within a matter of days, you won’t see the results you’re hoping for. Customer Experience HR Management for CX

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.

Quality and Clarity: Passing and Receiving the Communication Baton

Contact Center Pipeline

Communication call center coaching communication contact center QM calibration quality assurance quality monitoringPassing the baton” refers to handing over a particular duty or responsibility to someone, as in a relay race.

Why Does Your Work as a QA Analyst Need to be Calibrated to Ensure Success


As a quality assurance analyst, you’re responsible for helping a call center or customer service department reach its full potential. HR Management for CX CX Culture

5 Essential Tips for Developing a Quality Program

Contact Center Pipeline

Quality call center contact center QM calibration quality assurance service qualityThere is an old Japanese proverb that says: “Vision without action is a daydream. Action without vision is a nightmare.” When consulting companies on their quality assurance programs, I often find that this proverb rings true. I commonly will find a great vision without a plan, or a great plan that doesn’t relate back to […].

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

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

Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden Media

Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair. Most companies skip calibration, but I don’t want you to make this mistake. Make sure you know how to calibrate, and that you schedule regular calibration meetings.

Simple Guidance for Designing Your Quality Monitoring Program (8 Steps)

Myra Golden Media

Develop Calibration Strategy. Calibration (step six) is a necessary step to help you review objectives fairly. Develop Calibration Strategy. Calibration keeps everyone who monitors and coaches consistent and fair.

2020 Investments & the Customer Experience Priority

NICE inContact

It’s a daunting exercise each year to calibrate your investments for the next 12 months. As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead.

The Miracle Of Visualizing, Planning, And Executing Your Best Customer Experience Yet – Through Quality Monitoring

Myra Golden Media

Twelve years ago, I created a vision board. On it, I had a specific vehicle, a goal of annual family vacations, antique office furniture, a whole new backyard, including patio furniture, and a playground for my kids, and a few other coveted things. I manifested every image I tacked on my board.

Quality Assurance Implementation: In With the New… AND the Old?

CSR Inc.

Calibrations Aren’t Just a Chore. Calibrations Aren’t Just a Chore. One of the ways in which managers can support their team is to ensure that supervisors have the time they need to undertake routine calibrations. Calibrations run smoothest when healthy conversation is fostered.

Five Surprising Obstacles to Outstanding Customer Service

Toister Performance Solutions

Q: What are some tips on calibrating your team/creating a consistent definition for outstanding customer service in regards to your individual business? Calibration is an ongoing process. I recently facilitated an unusual webinar.

A Miscellaneous Lot of Thoughts on Quality Scoring

Customer Service Life

Where does quality calibration come into play? In a past article I wrote about the importance of a quality calibration process to ensure that everyone is aligned and scoring customer interactions the same way. This article was originally published on the FCR blog on December 10, 2018.

So You Need a Quality Application? Consider These 7 Things

Customer Service Life

Calibrate with all scorers. Quality calibration is a process by which all reviewers ensure alignment on the way they grade customer interactions. It’s an efficient way to calibrate multiple customer interactions in a timely manner.

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?

Guest Blog: How to Build a Comprehensive Onboarding Module for Customer Service Training


Finally, the onboarding process should be open to feedback in order to calibrate it and perfect it based on the concerns of the people who go through it.

Four Contact Center QM Practices That Stand the Test of a Global Pandemic


Calibrate the Process Regularly. Data-driven feedback is most useful for helping agents improve, and this kind of calibration ensures consistency. As we continue to push through each unpredictable turn in the age of COVID-19, we remind ourselves, “We’re all in this together.”

Getting Customer Satisfaction and Quality in Sync

Call Center Weekly

One way to do this is through QA calibrations. By Sean Hawkins There's no getting around it ! Support teams dislike the QA team! This seems to be problem particularly when someone received a score that is lower than they expected.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden Media

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. The manager carefully crafted a monitoring form, which would be used to measure everything from listening skills to friendliness, to empathy.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG Consulting

Effective QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration and continuous improvement. If you already have a QA program, involve agents in calibration sessions and providing feedback to enhance the evaluation form periodically, but no less often than every 6 months. Call Center Quality Assurance Best Practices for Empowering Agents. 7/23/2018. By Donna Fluss.

The Coming Disruption of the Contact Center Outsourcing Industry – Part 2

Taylor Reach Group

This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. Together this makes for an effective quality program, without expensive and time-consuming calibration and ambiguous results.

Transitioning from agent manager to coach


Listening posts: Listening posts are weekly calibration sessions run by leaders with their teams. The quality of service your organization delivers depends on the skills of your employees.

Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner


Furthermore, both types of programs have clear Service Level Agreements (SLAs) where KPIs are carefully measured and calibrated. We calibrate weekly to ensure both teams are interpreting policy consistently. What Does Content and Ad Review Have in Common with Customer Service?

Call Quality Monitoring Dos and Don’ts

NICE inContact

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.

How Important is Training for Call Center Supervisors & Managers?

CSR Inc.

Using the wrong metrics – or poorly calibrated data – can end up doing even more harm to your call center than a lack of data. Customer Service Starts With Coaching the Coaches Many times when we think about Call Center Quality Assurance , we focus our attention on the front line agents.

Building Your Best Culture in 2019

CX Accelerator

From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? Doing this, again, helps to calibrate, explore and make sure you are all kinda sorta on the same page with that sort of thing What messages are you, or other leaders in the Org, sending to the Supervisor level leaders that is creating the environment you described? When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center.

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.

Tips To Improve Quality Monitoring

Etech GS

If you know there is a bad interaction, do not choose to play it in a calibration session that is attended by a large group. They should stay calibrated with your third-party quality team to ensure that both groups deliver consistent results.

Mystery Call Coaching: Leveraging Measurement to Achieve Improvement

CSR Inc.

Here are 3 recommendations for implementing a consistent call center coaching program : Perform regular calibrations to keep coaching fresh and consistent. Managers should be involved with the calibrations, but should also observe coaching sessions and provide coach feedback.

The Three C's For Meaningful Performance Reviews

CX Accelerator

When you engage your employees through the narrative of celebrating, calibrating, and cultivating, they will walk out of their review refreshed and ready to attack the new year! CALIBRATE A performance appraisal is not the time for new coaching. The review session is the right time to calibrate any existing coaching plans and set exceptionally clear expectations around performance for the following year.

Putting Humanity in Contact Centers

Customer Relationship Metrics

Think about the evaluation, the calibration, and the coaching. During the Survey Calibration process, those survey results would be moved from Suzie to Johnny where they should be based on the customer’s comments.

Four Tips for Improving Customer Service in a Healthcare


Secondly, a high calibre training program should be in place for call center agents. Customer service is a difficult job at the best of times. However, when your customers are patients, the dynamic becomes all the more challenging.

Sunshine Financial ServiceCommitted to Excellence


Calibrate QAs using a quantified approach. In late March 2020, Shandong Sunshine Financial Service Information Technology Co., launched its bid to become the first business process outsourcer (BPO) enterprise in China to be certified to the COPC Customer Experience (CX) Standard Release 6.1,

3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Customer Service Life

In a recent quality calibration with a client, we were reviewing a particular interaction where the agent had given an incorrect answer that would likely require the customer to call back. This is one easy way to insert CSAT into your quality calibrations and coaching.