“Your call may be monitored for quality and training purposes.” I’m sure you’ve heard that line at one time or another. Call center outsiders may not care what happens behind the scenes when they hear this common phrase. Call center insiders, however, understand that it takes comprehensive training to ensure that agents know how to handle calls. They also understand that there are three major keys that can assist agents in reaching customers and obtaining their loyalty. They are call monitoring, coaching, and training. And the one tool that marries all three is a big little meeting called a calibration call.
At PREMIER BPO INC, calibration is normally used to standardize quality audits among the Quality Assurance Department, Operations Department, and the client themselves. All parties would monitor and rate either recorded calls or live calls. This will help improve and develop a more streamlined coaching process for the agents. Calibration sessions by their nature need to be both open and participatory. At the same time, the sessions must be disciplined in order to get the work done in a frank manner and without rancor or blame. Each session is started with a brief review of the purpose, criterion, scoring, and approach or ideal behavior during the session.
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