NICE inContact
DECEMBER 21, 2015
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. Be consistent with your calibration frequency.
Playvox
NOVEMBER 3, 2021
It should be a channel for helpful feedback to work toward building a collaborative culture as objectives are achieved. Leadership can share helpful feedback — that’s both positive and constructive — so employees can enhance their performance and grow their careers. Transparency. Rating systems are inherently subjective.
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Tethr
FEBRUARY 3, 2020
Coaches model behavior, provide timely feedback specific in language and tailored to the individual, while helping to improve the agent’s ability to drive positive customer outcomes. Listening posts: Listening posts are weekly calibration sessions run by leaders with their teams. The coaching difference.
The Northridge Group
AUGUST 23, 2022
In addition to sharing this finding, we conducted extra calibrations on the calls the outsourcing partner handled and identified issues of concern to address in training such as: The vendor’s newly hired agents were missing basic knowledge of relevant customer service programs. Being a CS Ambassador: + 6 percentage pts. Taking ownership: + 9.4
Serenova
MAY 13, 2020
Before recording and analyzing any calls, clearly document the goals of your quality management program. Also, encourage their feedback in the process. Calibrate the Process Regularly. Data-driven feedback is most useful for helping agents improve, and this kind of calibration ensures consistency.
DMG Consulting
JULY 26, 2018
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.
delighted
MARCH 24, 2020
As companies worldwide turn their growth mindsets towards retention, now is the time to revamp outdated processes and documentation that have slipped by the wayside. Make feedback collection a part of your post-fulfillment outreach. Put processes in place for timely and appropriate follow-up on any current or future feedback.
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