Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers
Myra Golden Media
JULY 16, 2019
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.