If you want your contact center to offer the best service, quality assurance is the way to make that happen. QA is a necessary piece of customer satisfaction. But how do you standardize the level of service that customers get?
This guide is going to give you a head start understanding call calibration.
What Is Call Calibration?
Calibration is a way to establish and define expectations so you can make sure they’re being met.
In a call center setting, calibration involves getting a team together to review calls based on a standard set of expectations.
This process, in turn, helps keep your expectations standardized so all agents understand what qualifies as a quality customer interaction. Plus, it helps ensure that call ratings are consistent even if your standards change.
What’s So Important About Call Calibration?
Call calibration is a valuable process for your call center. Here are 5 ways call calibration helps your business.
Establish a Process:
Call calibration helps you set up a scalable and repeatable process for quality assurance.
Define Quality Standards:
When you know what your standards are, it’s a lot easier to share and enforce those standards throughout your organization.
Ensure Consistency and Fairness:
Call calibration means consistent feedback—no matter who in your company is providing that feedback.
Call calibration also gives reviewers the chance to leave comments to provide actionable feedback for agents.
Refine and Refocus Your Training:
One of the most lasting benefits of call calibration is that you’ll be able to use the results to refine your agent training and seen improvements faster.
How to Do Call Calibration for QA
Step 1: Build a Calibration Process
Before you implement call calibration for QA, you need to establish a process. There are three basic ways to approach this. First, you could have reviewers review calls separately and then discuss them together. Second, you could have reviewers review and discuss calls together. Third, and this is our favorite, you could have reviewers and agents come together to review and discuss calls.
Step 2: Set a Baseline
Your baseline is how much your company allows for differences in reviewer ratings. If the differences in ratings are below the baseline, your ratings are good to go. If not, you need to move forward with additional discussion.
Step 3: Identify a Facilitator
Call calibrations and quality assurance are important and deserve time and attention. They also need someone to step up who is willing to be responsible for coordinating the efforts.
Step 4: Enable Agent Self-Scoring
We also encourage you to implement self-scoring for your agents and not leave them out of your call calibration process. Agents will be able to analyze their performance from an emotional distance and help them provide better customer service.
Step 5: Use the Data
After your call calibration sessions, it’s time to decide what to do with the data you have. Don’t just file it away or you’ll never get the benefits of the work you’re putting into this process.
The data gives you a chance to review and refine your process and give feedback to the reviewers themselves. It’s also a great tool to help you refine your call QA scorecard.
Step 6: Perform Calibration Regularly
Finally, to get the most benefit from call calibration, you should be doing it regularly to identify opportunities for improvement. We recommend making call calibration sessions a weekly occurrence.
Calibration Session Best Practices
Now that you have a call calibration structure in place for quality assurance, let’s explore some best practices that will make your process even better.
Create a Scorecard:
Document exactly what you’re monitoring and why it’s important to your business.
Follow-Up on Feedback:
Don’t make this a one-and-done. Follow up with agents about the feedback they’ve been given to clarify their understanding and ensure that the feedback is having an impact.
Save and Share Best Practice:
Save the calls that highlight what you want to embrace as best practices for your call center and use them for training.
Review the Outliers:
Don’t just focus on calls that fall within your average call handling times. You can learn a lot from the ultra-short calls, calls with longer handle times or multiple holds, transferred calls, and calls that have been escalated.
Focus on Customer Outcomes:
While it’s important to make sure that agents are meeting the basic call expectations and meeting established standards, don’t limit your call calibration to that. It’s also important to look at how agents are contributing to customer experience and satisfaction.
Promote Best Practices:
Agents need to understand why call calibration matters and believe in the metrics on which they’ll be judged.
Don’t Use Calibration as a “Gotcha”:
Call calibration shouldn’t be used to catch poor performers being poor performers. Instead, you could randomize your call selection and even get agents themselves to analyze calls on a rotating basis. Plus, getting your agents involved in the call calibration process keeps them interested and engaged in the process.
Publish Date: June 14, 2021 6:58 PM
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