Call Center Training - Call Calibration

Align the Call Center

Description:

Measuring quality through monitoring is an ongoing commitment that requires a calibration plan, a process, and the setting of realistic, attainable calibration percentage goals. It is through the calibration process that you take the necessary steps to standardize your evaluation scores across all your monitoring groups. This session with help you develop a calibration program that includes all the right people and gives structure to your calibration meetings. You will learn to set realistic standard deviation goals that will move you toward better calibration among supervisors, quality analysts and others involved in monitoring and providing agents with call feedback.

Workshop Objectives:

1. Identify the benefits of quality calibration and standardizing evaluation scores
2. Describe the components needed for effective calibration meetings
3. Decide who should be participating in your calibration program
4. Design an effective quality calibration process
5. Calculate your standard deviation and set realistic deviation goals
6. List the five critical factors for facilitating a productive calibration meeting

Target Audience:
Call Center Professionals
 

To speak with an LSA Expert to learn about the call center training - call calibration program customization and delivery options for your company, please contact us.