According to ICMI’s Pocket Guide to Call Center Management Terms, Calibration is defined as follows:
“In a call center, calibration is the process in which variations in the way performance criteria are interpreted from person to person are minimized. In a typical calibration session, the people who routinely monitor agents individually monitor the same call. The ratings and/or scores are then discussed until the group comes to consensus on the most appropriate ratings and/or scores.”
In this quick blog, I will attempt to explain each type of calibration. Please feel free to add any additional thoughts…
Scheduled meeting, call played during conference call, scores collected and discussed. Excellent for promoting overall discussion and opinion.
Sample call distributed and scored independently by all participants, scores compared, variation discussed and clarified.
Hybrid, call center and QA team conduct standard audits and then audit on another’s audits. Each determines agreement/disagreement and overall variations.