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

Myra Golden

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. To make corrections in; adjust: calibrated the polling procedures to ensure objectivity. After about 90 days of regular calibration, here are some of the benefits we saw: It improved the consistency among everyone who monitored.

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.

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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. The goal of calibrations is to ensure that everyone who is responsible for call scoring is doing it consistently and fairly. This blog offers tips on adding or revising calibrations as part of your Quality Management program.

How Do Performance and Calibrations Relate

PlayVox

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

PlayVox

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

How to do Quality Assurance Calibration to Assure Accuracy

PlayVox

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. 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 calibration 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 calibration 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. Years ago, I devised a leadership seminar and much of the program’s focus was on communication. We actually handed out relay race batons to illustrate the action of “handing off” information. Business is about communication regardless […].

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

PlayVox

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

Getting Closer to the Customer

Contact Center Pipeline

Customer Feedback calibration call center call monitoring contact center customer feedback customer satisfaction surveys focus groups sampling bias survey fatigueOne of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. Surveying customers used to be an informal activity done by a small minority of centers; today, it is a best practice followed by the vast majority of us. Customers now […].

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 managementQuality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. It also makes coaching far easier.

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 […].

Coaching the Coach

Contact Center Pipeline

Coaching calibration call center call monitoring coaching contact center supervisor trainingOur coaches occupy the most critical blocks on our organizational charts. Wedged between those who set the policies for handling customers and those who carry out those policies, it is our coaches—supervisors mostly, but also trainers, QA staff and others—who translate objectives to behaviors. This interpretation happens hundreds or possibly thousands of times a day […].

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

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 Lynda.com quality managementQuality standards come to life when they guide behavior and enable us to deliver consistent high-quality service. It also makes coaching far easier.

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. Where do you spend? Where do you cut? Answering these questions for 2020 is even more difficult with the wild card variable of just what the economy will do in 2020.

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

Myra Golden

Skipping Calibration. Calibration keeps everyone who monitors and coaches consistent and fair. To calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and feels like so that every evaluator is rating the calls/contacts the same way. 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.

Quality Time for Your Contact Center?

Monet Software

3 Calibrate Quality Evaluations and Metrics. The key is in calibration among everyone who reviews contacts to ensure they are listening (and looking) for the same things in each call, email, chat and DM. Why, When and How SMB Call Centers Can Integrate Quality Management (QM) Teams.

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

Myra Golden

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. To calibrate is to gain consensus, as a team, on what a quality contact (phone call, email, or chat) sounds like, looks like, and feels like so that every evaluator is rating the calls/contacts the same way.

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? Once you create the vision, you can keep everyone calibrated by helping employees develop consistent answers to these questions: What is the customer service vision? Calibration is an ongoing process. I recently facilitated an unusual webinar.

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 can be tedious, so they sometimes seem like a chore or task to be checked off. Calibrations run smoothest when healthy conversation is fostered.

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?

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. My prefered method for calibration is where all attendees review and score customer interactions ahead of time. The calibration meeting then becomes a time where everyone comes together, compares results, and discusses how they differed.

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.

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. With a quality tool, an interaction can be placed in the calibration queue, everyone reviews those prior to a calibration meeting, and then the team can come together and discuss the areas where their scoring differed. It’s an efficient way to calibrate multiple customer interactions in a timely manner.

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. This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Customer service is one of the primary drivers of growth in many organizations.

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. Depending on the number of agents, and the number of interactions reviewed each week or month, this can be quite difficult to manage. I am constantly reminding everyone how important the QA team is to the contact center's success.

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.

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

Serenova

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.” But these are times of high anxiety, big emotional swings and coping strategies we can’t always count on. Yes, we’re all in this together. And we’re all only human.

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

Myra Golden

In this webinar I discuss exactly how to hold focused, fast and effective calibration meetings , I share my famous template “9 Steps for Coaching Customer Service Employees,” I provide sample monitoring forms I have designed for my own clients, and we explore scoring, and the best monitoring methods. Twelve years ago, I created a vision board.

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.

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.

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. By: Colin Taylor. The old Contact Center Outsourcing (CCO) model is broken.

The Fusing of AI & Automation with Human Judgment in Call Center Success

Callminer

Calibrating machine learning algorithms usually involves feeding in large batches of data for them to learn from. Businesses looking to tackle mounting challenges in the global marketplace have turned to technology in ever-increasing numbers to level the playing field.

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. Calibration with all the stakeholders helps ensure that monitoring and scoring is done consistently. Customer experience is a huge factor in bringing consumers back into the fold as repeat customers.

Transitioning from agent manager to coach

Tethr

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. But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement. Coaching is more important than ever before in today’s call center environment, as calls continue to increase in complexity.

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

BlueOcean

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? Content review is a topical subject these days. We have witnessed Mark Z. in the hot seat being held accountable for content review standards and practices.

From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

BlueOcean

Commitment on both sides to a cadence of collaboration including weekly operations meetings, monthly calibration meetings, and quarterly business reviews that represent joint planning sessions with the goal of maintaining a mutually beneficial, long-term strategic partnership with your outsourcer.