Category ›› Calibration
Who QA’s the QA Team?
It’s a classic dilemma. The Quality Assesment (QA) team, whether it’s supervisor or separate QA analyst, evaluates calls and coaches Customer Service Reps (CSRs). But, how do you know that they are doing a good job with their evaluations and their coaching? Who QA’s the QA team? The question is a good one, and here are a ...
Managing Appeals & Challenges in QA
Special thanks to one of our readers, Sarah M., who sent an email asking about the process of a CSR challenging their Quality Assessment (QA) evaluation. Unless you've gone the route of having speech analytics evaluate all of your calls (which has inherent accuracy challenges of its own), your QA process is a human affair. Just as ...
Thoughts from the Calibration Trenches
Yesterday was calibration marathon day. Three different calibration sessions with three different teams with a staff meeting scrunched in between. It's not exactly what most people would consider an enjoyable day at the office. Granted, compared to countless calibration sessions I've endured with many different client's, our ...
Gray Areas Need Managers to Manage
Every QA scale has gray areas. In many cases, a particular behavior could be handled multiple ways and neither is necessarily "right" or "wrong." Take todays calibration with one of our clients, for example. The QA scale called for the Customer Service Representative (CSR) to seek the caller's permission to place ...
If You Give Points for “NA”, It’s Applicable
We’ve had several clients over the years who have created QA scales in which the call analyst can mark that a particular behavior was "Not Applicable", but then the Customer Service Representative (CSR) is given credit for that particular behavior in the calculation of their quality score. In some cases, this is driven by call ...
A Simple Way to Start Calibrating
I sat in the office of a call center manager as I shared the results of an audit our group had performed of their quality program. In this case, we had collected a sample of calls that had been scored by the supervisors and scored the same calls using their internal form. Not only were ...
Are You Producing Results or Just a Number?
Our group recently performed an audit of our client’s internal quality process. In a QA audit, our team typically analyzes a sample of calls which have already been scored by the client’s Quality or Supervisory team. After analyzing the same calls using the client’s internal QA scale, our audit typically pin-points several ...
Calibration is a Challenging Process
It was an interesting webinar last Thursday with our friends from Avtex. We tried something new. We took seven willing participants from different companies and held a mock, role-play calibration during the webinar. The participants were all from different companies. They listened to a mock call, scored it using the same criteria, and then we ...
Giving Credit Where Credit is Due
One of the classic questions facing call center managers is "Who should do QA?" Do you have the supervisor do it, or do you have a team of people who do nothing but QA? There is no easy answer and there a pros and cons to both choices. One of the struggles facing supervisors is ...
Don’t Fear Call Calibration! Free Webinar in April!
Do your calibration sessions have you ducking for cover? Are you so afraid of what calibration might unearth that you’re afraid to even start calibrating your QA team? Calibration is a painful experience for many companies. Calibration experiences are often swapped between call center veterans like war stories in a V.F.W. hall. Nevertheless, ...
