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In a call center, calibration is the process by which you limit variation in the way performance criteria are interpreted. Calibration is a critical element of improving call-monitoring performance (Connections July/August 2003). In order to effectively calibrate a call, all participants must have an understanding of the quality monitoring process at the call center...
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Calibrating is a means to ensure understanding of the quality metrics for all parties involved, including CSRs and quality coaches. Calibration is the key factor to high performance in a call center, consistently. When all parties can consistently listen to the same calls and score the same way, you will know that calibration at the call center is successful...
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