Are calibration sessions necessary in an AQM environment?

DMG

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.

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.

Stay in Sync with Effective Calibration

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.

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 Lynda.com 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

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.

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.

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.

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.

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?

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.

Call Center Quality Assurance Best Practices for Empowering Agents

DMG

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.

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.

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.

Call Recording for BPOs and Call Center Outsourcers

OrecX

Calibration tables to standardize service level expectations and measure quality across sites, teams and agents. As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer.

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.

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

ShepHyken

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.

Call Quality Monitoring Dos and Don’ts

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.

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.

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.

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.

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.

3 Big Themes from the Most Dedicated CX Experts in the World

360Connext

Processes and feedback mechanisms must be set up or re-calibrated. The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.

Sneak Peek: 2019 Customer Experience Trends

VHT

Spotify, for example, has garnered millions of fans with their music recommendation algorithms that curate Discover Weekly playlists calibrated to individual listeners’ preferences. If you’re starting to forge a customer experience (CX) strategy for 2019, you’re not alone.

BLOG – SIKORSKI’S THINK ABOUTS – QUALITY ASSURANCE PROGRAM – COACHING

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.

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.

Resolving the Riddle of Retention

Taylor Reach Group

Calibration too often devolves into a debate of rationalizing a 6 versus a 7, which doesn’t add any real value to the process. By: Colin Taylor. The downside of a strong economy is low unemployment and job shortages.

BLOG – SIKORSKI’S THINK ABOUTS – QA PROGRAM: FORMAL MONITORING POLICY

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.

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.

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.

Escape the Contact Center Paradox: Narrow your Focus

HGS

3.Ruthlessly Calibrate, Communicate, and Align Effort (An Operational Governance Model) Effective contact centers establish a controlled system for monitoring, evaluating, and directing the actions and decisions of account teams. Escape the Contact Center Paradox: Narrow your Focus.

Beware of Snake Oil and Hiring Assessments

Toister Performance Solutions

These profiles are often generic and not calibrated to your employees. If you do consider an assessment, make sure you calibrate it first. One question I'm often asked is what hiring assessments do I recommend for screening customer service employees. I'm always cautious about these, as some assessment vendors seem like the modern-day equivalent of a snake oil salesperson. "It It will cure anything," they say, even though it actually won't.

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.

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.

The 3 Whys Behind Yes/No Quality Scoring

Customer Service Life

It’s challenging to define a quality customer service interaction but essential if you’re going to deliver any level of consistent service to customers — let alone get agents and supervisors to all understand and agree on the standard ( this is called calibration ).

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?

BetterXperience

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.

Call Center Quality

Insite Managed Solutions

– How do we measure calibration effectiveness? Does Your Contact Center Quality Monitoring Process Add Value? Most contact centers have a quality program that monitors a certain number of calls per month based on the number of agents and an identified sample size.

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.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

Isolating the most important behaviors at the agent and team level reinforcing them consistently thorough training, recognition, calibration, and call coaching. Most call centers struggle with efficiency at one time or another.