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Monitor Calibration Workshop

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The Monitor Calibration Workshop gets the monitoring staff in synch with evaluating call standards and customer satisfaction goals against agents’ performance.

Call centers use monitoring systems to identify stellar agent performance for recognition and reward programs. They also use monitoring systems to identify agents that need to improve performance or skill level in some area.

Why Monitor Scores Should Be Calibrated

Agents want monitoring to be “fair”, especially when there is a performance measurement value placed on the call.

Management want monitoring to be “right”, especially when customer satisfaction is the expected outcome.

Part of the challenge of quality monitoring is calibrating everyone doing the monitoring to “score” a call the same way.

Call standard definitions need to be fully understood by all parties involved in the monitoring process. So in a category where a score or evaluation is given, it’s clear what is expected. The monitoring process should be as quantitative as possible.

Even so, it’s difficult to give hard definitions to every aspect of a call, so there is some subjectivity that gets scored or evaluated during the quality monitoring process.

Example 1:

Using a category like Introduction, which all calls have, with a call standard of: Identify Self defined as: self-introduction clearly stating name to caller or prospect.

As a quality monitor, my perception of “clearly” may be different from someone else’s. When an agent says their name without clarity and forthrightness, as a customer, my expectation of getting a question answered correctly, or problem solved promptly, really goes down.









Example 2:

Using a category like Communication Skills, which all agents must master, with a call standard of: Active Listening defined as: asks relevant questions, makes relevant comments, and acknowledges comments with responses such as “OK”, “Yes”, “Unhuh”, or “Good”.

As a quality monitor, my perception and score of an “OK…. yes, yes, yes” interjected in a hurried tone is going to be different than an “OK …yes, yes, yes” in an enthusiastic tone or a bored tone.

In these examples, the agent technically met the call standard, but how was the customer impacted? How was the call scored? What feedback should be given to the agent?

The Calibration Workshop

This workshop is for the center’s management team, trainers, and any staff member that monitor calls, emails or text chat for quality and effectiveness.

The workshop is held in three 2-hour sessions over an eight-week period with a final one-hour wrap-up session. The workshop is tailored to your center’s needs by using your agent’s recorded calls, and hard copies of actual emails or text chat messages for calibration.

Workshop Structure

All attendees are grouped together in one room with calls that have problems of varying sorts, your center’s monitor form, and call standards. Everyone listens to and scores call categories as if the call was live. The call is paused during playback for attendees to simultaneously disclose their score at each category section. When there are differences in scoring, the group will discuss why a specific score was given and tie the call back into call standards.

Workshop Benefits