Call Calibration

What & Why

Call Calibration sessions allow participants to listen to calls and score them against a monitoring form. The session objective is to ensure that those responsible for scoring calls (ie: Senior CSRS, Supervisors, and Managers) do so in a consistent manner.

When & Who

Anytime you introduce a new call monitoring form or make any amendments, you should hold a call calibration session to ensure everyone is scoring standards and objectives in a uniform manner. You should hold regularly scheduled monthly sessions to ensure everyone consistently interprets and scores calls. Session participants should include: Front Office Manager, Senior CSRs/Supervisors, QA Team, Training Manager, HR Representative, and an agent representative.

How

The fol­low­ing are some best prac­tices for hold­ing call cal­i­bra­tion sessions:

• Sched­ule an hour for each session.
• Review the Call Qual­ity Guide at the begin­ning of each ses­sion to be sure that every­one under­stands what makes up a suc­cess­ful call.
• Select a representative sample of calls to evaluate. These can either be random or if you specifically selected that illustrate a particular issue. 
• If you're training new QA supervisors or scoring new forms, then you should allow for a 10-point variance. After a few calibration sessions and everyone understands how to score calls, then your variance should be about 5-points.  
• You can either play the selected calls during the session or send them ahead of time to the session participants and ask them to evaluate each call and record their scores on the monitoring forms.  (Or in the QA Call Monitoring software if deployed.) 
• If you sent recorded calls, post scores flip-chart or white board so that you can see the vari­ance. If you didn’t send recorded calls, play the selected calls (or lis­ten to live calls) and ask par­tic­i­pants to score them one at a time. Dis­cuss after each call.
• Ask one per­son to sum­ma­rize the call.
• Review each Stan­dard and ask par­tic­i­pants whether the Stan­dard was met, or not met. Dis­cuss until each mem­ber under­stands why the Stan­dard was met, or not met.
• Review each Objec­tive and dis­cuss the scor­ing vari­ances and ask par­tic­i­pants to explain why they scored each call as they did.
• Do the same with the next call until you’re close to the end of the hour.
• At the end of the ses­sion, sum­ma­rize lessons learned.
• Cre­ate notes from the ses­sion and dis­trib­ute to par­tic­i­pants for future reference.