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.

Are calibration sessions necessary in an AQM environment?


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.

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.

Bring Quality Standards to Life with Calibration and Coaching

Brad Cleveland

Calibration is an important tool for ensuring consistency in interpreting performance. It also makes coaching far easier. It allows the coaching process to focus on achievements and improvement, rather than concerns around whether scores are accurate or fair.

Mystery Call Coaching: Leveraging Measurement to Achieve Improvement

CSR Inc.

With QA, coaching and accountability are the diet and exercise. Call Center Agent Coaching ‘The more coaching, the better’ is a mantra we drive home with clients. Coaching touch points are critical to making progress.

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

Myra Golden Media

Monitoring Sans Coaching. 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. Expecting Coaches to Coach Without Training.

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

Myra Golden Media

Need some guidance on how to develop and execute a quality program that is robust, fair, and that your employees buy-in to – and one that doesn’t make your supervisors need to sip wine just to get through a coaching discussion with employees? Design Coaching Strategy.

101 Call Monitoring Parameters for Quality and Coaching


Good parameters are measurable and clearly defined (something you can test through calibration sessions with management, supervisors, and reps – post on this coming soon). The post 101 Call Monitoring Parameters for Quality and Coaching appeared first on Voxjar. You can’t improve what you don’t measure. That’s why choosing the right call monitoring parameters to track call quality and measure rep performance needs to be a top priority.

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

Myra Golden Media

On August 9th I am hosting a webinar, Quality Form Development & Coaching. Twelve years ago, I created a vision board.

3 Ways to Get Quality Contact Center Monitoring Right

Myra Golden Media

Two months into the new quality monitoring plan, employees were complaining about the “fairness” of scores, supervisors were stressed as they struggled to find time to listen to calls, coach employees and record all the data. Before you coach the call, ask, “How did that call feel to you?”

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

CSR Inc.

Calibrations Aren’t Just a Chore. It is the supervisors who coach agents that make or break a quality program. Follow up Coaching the Coach sessions (LINK TO TRAINING MODULE) are great refreshers. Calibrations Aren’t Just a Chore.

So You Need a Quality Application? Consider These 7 Things

Customer Service Life

Performance on individual objectives on the form to provide targeted coaching and training for the areas where teams and individual agents struggle most. Calibrate with all scorers. It’s an efficient way to calibrate multiple customer interactions in a timely manner.

A Miscellaneous Lot of Thoughts on Quality Scoring

Customer Service Life

They believe that quality assurance is about coaching agents and making continuous improvement over time and that supersedes a score. Any seasoned coach has seen the look in an agent’s eye when they’re handed a quality review and they go straight to the score.


Sikorski's Think Abouts

Performance Standards (Calibration) Chart. Business Management Business Operations Call Center Operations Call Center Technology Contact Center Operations contact center technology Coaching Company Standards Compliance performance guidelines QA Quality Analysts Quality Assurance Quality Management Quality Monitoring Sikorski's Think AboutsA formal policy should be in place and detail: Performance Guidelines. Tools and Measurements. How reviews and scores will be communicated.

How Important is Training for Call Center Supervisors & Managers?

CSR Inc.

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. We also tend to focus most of the training & coaching in a customer service organization on customer service reps (CSRs).

Call Center Quality Assurance Best Practices for Empowering Agents


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. Coach the coaches so your QA specialists and supervisors are comfortable giving feedback to agents and don’t avoid this task.

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.

Building Your Best Culture in 2019

CX Accelerator

Other Actions: Coach your leaders to use the leadership behaviors you'd like to see, taking care to model how you want them to coach their direct reports.Ask your leaders to emulate the service vision when working with employees. From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? If people do abuse it and it’s failing out of balance, they need to be coached up or coached out.

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. Take the agent into an individual coaching session to discuss the interaction whether it be a chat, call, or social media contact.

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. This skill is imparted via coaching and not training. Get better at coaching.

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.

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. You’ve (hopefully) been putting in the hard work of coaching this employee all year. It’s never appropriate to bring up brand new coaching expectations as part of the end of year performance appraisal.

Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)

Customer Service Life

My rule of thumb for what else to add to a quality form is: Add to the quality form anything that you want to track so you can coach, train, and monitor improvement over time. At best, you’ll coach agents on a bunch of one-off issues but never see the greater impact of that coaching.

Call Quality Monitoring Dos and Don’ts

NICE inContact

attitude that impedes getting buy-in during coaching sessions. 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.

4 Tips to Get Value From Contact Center Quality Scores

Customer Service Life

While we’d like to think this quality coaching session holds some special transformational power, what’s more likely is that the eyes of both the coach and the agent go straight to the score and all opportunity to help that agent improve at their job is lost.

Call Recording for BPOs and Call Center Outsourcers


Custom coaching agreements commensurate with specific agent performance goals. Calibration tables to standardize service level expectations and measure quality across sites, teams and agents.

Resolving the Riddle of Retention

Taylor Reach Group

This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. Improving coaching processes. By: Colin Taylor.

4 Reasons Your Quality Management Stinks

Customer Centric Support

According to the “Best Practices in Quality Monitoring and Coaching” whitepaper by Dr. Jon Anton and Anita Rockwell agents expressed these feelings in regards to a poorly implemented QM process: I am being policed. Alternatively, when QM programs were implemented well agents experienced the following: I respect my coach and appreciate it when she shows me examples of ways to do things better. QM is all about coaching and enhancing behaviors.

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.

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


Make onboarding & ongoing coaching as stellar as possible. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. Continuous coaching and training helps mitigate this risk.

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 ).

The Coming Disruption of the Contact Center Outsourcing Industry

Taylor Reach Group

We all know intuitively that there is a relationship between hiring, training, coaching and systems and the resultant quality, however defined. 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.

Call Center Quality

Insite Managed Solutions

Often supervisors and/or a quality team may complete the monitors and the coaching. From there, a supervisor or quality team member will coach the agent. The coaching can take about 20 minutes. – Who should do the coaching?

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. Call center managers need to coach their agents to avoid prolonged conversations about the weather or sports teams while on their calls.

Why Customer Experience is Like Sex in High School

Customer Relationship Metrics

Contact Center A” not only experienced reduced operating expenses from the decline in repeat calls, but also proved a higher ROI for training and coaching. So to be transparent with you, we conducted Survey Calibration on the post-call IVR surveys collected for “Contact Center A”.

Where Are You on The Spectrum of Agent Performance

Customer Relationship Metrics

Contact center agents receive Voice of the Customer scorecards that are used in a Performance Management framework and included in regular coaching sessions. Ownership is key to these programs and are enabled by the Survey Calibration process.

20 Call Center Leaders and QA Pros Reveal the #1 Problem Keeping Call Center QA & Monitoring Teams Up at Night (and How to Solve It)


But when the whole month has a lot of calls which were of all different types, the quality report – which can identify potential gaps and required agent coaching or training – may be delayed by many days. Who is coaching the coaches?

Agent Attrition: Time for a Change

Service Agility

When supervisors receive little formal leadership training, and are never evaluated on metrics like the engagement levels of their team and the quality of the coaching that is done, it is easy to see why agents get frustrated. 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.”

20 best-practices for call center agent training


Schedule monthly calibrations with representatives from all of our different departments to review calls. Being able to analyse large volumes of agent/customer interactions releases information on specific calls with issues, and trends across the whole agent population, creating the opportunity to coach staff using identified good examples to improve standards across the contact centre.