VIDA Management Consultants
Specializing in Customer Interaction
VIDA Management Consultants
Specializing in Customer Interaction
Vicki developed a Quality Monitor Calibration Program in the New Member Acquisition Department at a 200-seat outbound center. Agents complained that the call monitoring process wasn’t fair. The agents were right, different supervisors scored calls differently. It’s important for call standard definitions to be fully understood, so it’s clear what is expected, if you want consistent call quality. Nevertheless, there is always some subjectivity to call evaluations. First we reviewed and “tightened-up” call standards. A calibration program was initiated to get everyone monitoring calls to score them the same way.
Vicki put all the supervisors together in one room armed with a set of 5 – 6 calls with varying problems. Everyone listened to the calls and marked their scores on the monitor form. Then the calls were played back and paused at each category section (like Introduction or Handling Objections, etc.). Everyone simultaneously held up his or her score for that section. We then discussed the differences in scores and came to a group consensus of what the score should be. As a group, we continued these calibration sessions until there were consistent results.
This generated a significant increase in agent satisfaction and call quality.
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