On average, call centers waste 23% of their budget on inaccurate data. Call Criteria focuses on understanding and consolidating your data, managing duplicates, verifying data upon entry and utilizing data enhancement to ensure the accuracy of data.
Does this sound familiar?
“I’d rather have my supervisor monitor my calls. She is not petty like our QA department”.
If you are getting such comments from agents, your call center is likely suffering from a lack of calibration among coaches, supervisors and quality analysts.
Our calibration process is designed to benefit your call center in the following ways:
- Prevent the perception of inequity and favoritism in the contact center
- It standardizes scoring across multiple teams
- It determines the quality of agents performance
- It reveals coaching improvement needs
- It refines the quality assurance standards
Our Calibration Approach
Client calibration is just one type of calibration method which requires both the client’s supervisor(s) and Call Criteria members to score a particular call. On Call Criteria’s end, a QA calibrator and Team Lead will review and score the call. Additionally, other users can also be added to this process as needed. At least one client supervisor will then score the same call which will be used as the baseline score. Once all relevant parties have finished reviewing/scoring the call, the results will appear side-by-side which allows for convenient score comparisons. Also, client calibration is a perfect opportunity for the client and the CC team to discuss any variations in scoring as well as clear up any misunderstandings/uncertainties that may arise.
This calibration process provides an additional layer of quality which is done internally by Call Criteria members and is set at 10% – 20% of all calls reviewed. Call Criteria will determine the set percentage of calls to be calibrated daily based on scorecard complexity and other criteria. Once a record is scored by a QA, a CC calibrator then scores the record independently. This process is “blind, ” and the calibrator cannot see how the record was scored by the QA to ensure unbiased analysis. Once this process has been completed, the calibrator and Team Lead will discuss any errors in scoring made by the QA. This, in turn, is followed by an opportunity to coach the QA by the Team Lead when necessary.
The process of recalibration is mostly a way for us to calibrate our calibrators. As humans do our reviews, there will always be some level of inaccuracy.
To combat this, Call Criteria has begun implementing recalibrations which are designed to eliminate as much human error as possible and to ensure our calibrators remain accurate when calibrating calls. A Team Lead performs recalibration by reviewing the calibrator’s scores on a daily basis for 10% of all the calls calibrated internally.
We believe feedback is the core of development. Hence, it has to be timely and accurate. Call Criteria empowers your contact center with a flexible notification system that sends alert whenever an agent deviates from the script or is scoring below the average.
Spot Check Process
Your call center makes thousands of outgoing calls each day, meaning spot-checking calls at random is no longer sufficient. And with the explosion of social media, failing to monitor all of your calls could lead to the magnification of a negative customer experience. Our internal spot check process consists of 4 distinct features based on algorithms which generate spot check assignment’s for Call Criteria’s Team Leads and Account Managers. This involves reviewing calls based on criteria such as QA call score, calibrated score, and calls which require additional review driven by question specific data.
Spot risks and opportunities for growth in your call center by using our historical algorithm. Armed with state-of-the-art technology and skilled QA analysts, Call Criteria highlights the calls that need the most attention and guides you on which agents to need more help.