NobelBiz

FEBRUARY 15, 2023

You must assist the call center in ensuring the accuracy of its quality measurement procedures. Calibration sessions serve this purpose for call centers. This article decodes the function and best practices for call calibration. Key Points: Call Center Calibration measures how well the call center works as a whole.

Calibration 52

Calibration Call Center Call Logging Quality management 52

Outsource Consultants

JANUARY 16, 2025

Both QA team members and agents need thorough education on quality standards and evaluation processes. This approach not only improved overall quality scores by 20% but also fostered a culture of continuous improvement among agents. A regular review cycle allows for ongoing evaluation and improvement.

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Myra Golden Media

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team. When working with the quality people to help make sure employees apply the soft skills I teach them, I find six typical mistakes.

Calibration 153

Calibration Contact Center Coaching Construction 153