Calibration Service level Surveys 
CX Accelerator
DECEMBER 31, 2018
From Jeremy Hyde: How do your leaders calibrate on what they “coach” on and how/when they approach it? At a leader level, do they feel like there are unclear/changing priorities? I haven’t started using it yet but it’s a Pulse Survey tool which collects and reports out on employee engagement info regularly (every 1-2 weeks).
Call Design
JULY 6, 2021
Average delay refers to the average amount of time a customer spends waiting in the queue for an answer from an agent whereas grade of service is the defined as a percentage of contacts answered within x seconds. Calibration is key when measuring quality to ensure any suggestion of bias is removed. First Contact Resolution.
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Taylor Reach Group
SEPTEMBER 25, 2018
This point and the futility or calibrating a 5 to 6 on a 10-point scale are why most quality programs actually offer no insight into actual quality. This is typically an email survey that asks 4-6 regarding the interaction, professionalism, ownership, resolution, NPS and ’top box’ are the usual themes. And why would they?
Callminer
AUGUST 1, 2017
This will improve campaign performance overall including agents’ service levels. According to the Deloitte survey , it takes about $12k to replace an average call center agent. Training documentation needs to be updated regularly, and on-going training is important for improving efficiency.
Taylor Reach Group
DECEMBER 7, 2018
85% of organizations surveyed indicated that attrition is impacting achievement significantly. It’s because we tend to look at occupancy across much broader time periods–heck, for the day it was only 73%–and we tend to track intervals based on whether we made or lost service level. This can be a vicious spiral.
Taylor Reach Group
JANUARY 11, 2018
The CCO’s employ forecasts which are matched to the contractual KPI’s, most commonly, Service Level (the percentage of contacts answered within a specified time-period, which often varies by channel), Average Handle Time and Abandon rate. Internally the quality assessors can calibrate between themselves.
Balto
MARCH 17, 2025
Implementing call-back options can dramatically reduce abandonment while maintaining service levels. Aligning Call Center Insights with Business Objectives Service level agreements (SLAs) must reflect actual customer expectations rather than arbitrary standards.
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