Product Updates

Enhancements to the Quality Assurance Program

Philip Barron 1 min read

We have even more updated course content for our students!

Calibration for Consistency, which replaces Calibration Corner, will be available on Learn, on September 15.

We understand that most contact centers put a lot of effort into building a quality monitoring form that describes, in detail, what is expected of agents at every stage of a call, email, or chat session. However, regardless of how well crafted the form is, there will usually be room for interpretation. The purpose of a calibration meeting is to help you identify these differences, and resolve them through effective group discussion.

Regular and effective calibration is essential to the success of any business’ quality monitoring program. It helps you to be confident that:

• Your agents are getting a consistent message about what is expected of them.
• You are providing a consistent level of quality service to all customers.
• You can trust the quality scores as an accurate reflection of your agents’ performance.

Calibration for Consistency has been designed to enable you to establish a calibration program, and measure its effectiveness. In this six part course, you’ll learn the essential skills required to run a productive calibration meeting, and have an opportunity to practise these skills in a simulated environment.

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