What is quality monitoring calibration and what are the benefits?

What is calibration  in the quality monitoring process and what are the benefits?

What exactly is quality assurance calibration and why would a contact center need to do it.


Myra’s answer to What is calibration and what are the benefits?

The dictionary definition is…

  1. To check, adjust, or determine by comparison with a standard (the graduations of a quantitative measuring instrument): calibrate a thermometer.
  2. To make corrections in; adjust: calibrated the polling procedures to ensure objectivity.

To calibrate is to gain consensus, as a  team, on what a quality contact (phone call, email, chat, letter) sounds like, looks like, and “feels” like so that every evaluator is rating the calls the same way.

Evaluators meet on a regular basis to “check, adjust, or determine by comparison with each other the standards set forth by the call center.

Some of the benefits of calibration include:

  • It improves the consistency among everyone who monitors.
  • Helps protect evaluators against being accused of favoritism.
  • It actually serves as a quality assurance mechanism for improving the quality monitoring process.

A few months ago I hosted a webinar entitled Call Monitoring and the recording is now available. This program has dozens of tips for more effective call monitoring, agent coaching, and it discusses call monitoring technology. I encourage you to take a look at this program, as it may give you great insight for your current challenges.  View my call monitoring training outline.