Thursday, June 24, 2021
Call Calibration: The Path to Consistency in Quality Monitoring
Call calibration is a process whereby quality analysts and supervisors evaluate a single call, measure the variance and reconcile the differences. Call centers who are well calibrated experience greater overall consistency in quality and service to their customers. In this session, you will learn the six key decision points for creating an effective calibration program, how to measure your calibration efforts, as well as the best practices for conducting productive calibration sessions.