March 13 - 

Last week’s tip started our conversation on calibration with a discussion on why calibration is important and the benefits of calibration.  This week we will look at some how to conduct a calibration session.

The following basic steps are prerequisites to consistent calibration:

  • Every employee responsible for monitoring and scoring contacts should have an excellent working knowledge of the contact center’s services.
  • Those doing the monitoring must understand how the standards are administered.
  • Those doing the monitoring should be given formal training in the program, as well as relevant documentation on criteria and definitions.
  • The following describes some tips for a successful calibration session:
  • Schedule at least one hour of uninterruptible time.
  • Choose a facilitator. The role of the facilitator is to direct discussions, take notes and keep the team focused.
  • Observe a contact and have all participants use your monitoring form to make notes and score the contact.
  • After the contact, ask one person to verbally recap what he or she just observed. Recapping the contact reinforces listening skills and attention to detail; take turns doing this so that everyone learns how. During the recap, the monitor will identify the areas in which he or she awarded points.
  • The facilitator should direct a discussion to review scores. Be prepared – these debates can be passionate, but need to be played out. The point is to come to an understanding and apply that understanding to evaluating contacts in the future.

At the end of each calibration session, the facilitator should review the notes, highlighting any changes or group decisions that have been made. These notes should be distributed quickly to all people who actively monitor contacts.

Next week, our final tip will provide some key ground rules for calibration sessions.

Note:  This week's tip is provided by QATC Member Justin Robbins of ICMI.  He may be reached at