Quality Monitoring Calibration the Worst Call Center Common Practice

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Quality Monitoring Calibration the Worst Call Center Common Practice

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Quality Monitoring Calibration the Worst Call Center Common Practice

An ebook titled Eliminating the Worst Call Center Practice: Quality Monitoring Calibration, is an extraordinary and unprecedented look into one of the most utilized processes in a call center. This ebook exposes a level of ignorance in the call center industry that is so wide-spread it will amaze you.When you read this ebook, you will see why the light bulbs go off in the heads of so many as they connect their struggles with quality monitoring call calibration and the flaws into their call calibration processes.This fact-based case study report is full of real-world insights into quality assurance and call monitoring calibration. Here is a question and answer review of what’s inside.

What’s the main idea behind the ebook, Eliminating the Worst Call Center Practice: Quality Monitoring Calibration?

The main idea behind the ebook is that most call centers are doing call monitoring calibration wrong. And many call centers are paying consultants to teach them how to do it wrong. So wrong in fact, that it contributes to employee job dissatisfaction while wasting management’s time. Popular calibration practices don’t deliver on the intended outcome –accurate call scoring.

Who should read this ebook? What kind of advice/information should they be looking for?

This ebook is for anyone who works in a call center or whose life is directly or indirectly affected by call center quality assurance programs.

What will readers NOT find in Eliminating the Worst Call Center Practice: Quality Monitoring Calibration?

What you won’t find in this ebook is a magic bullet. Call calibration is a rigorous process that must be ongoing in order to deliver consistency and accuracy in call scoring. If you’re looking for a quick fix, this ebook is not for you!

What is the biggest mistake you people make with quality monitoring programs? What suggestions would you give them to improve?

There are two common mistakes to highlight:

1) Assuming that consistency = accuracy.  Just because everyone agrees on an answer does not mean the answer is right.  In the calibration process, someone needs to be the ultimate judge on what is right and what is wrong, based on what the client/company would most likely want.

2) Assuming that a discussion of right and wrong is sufficient.  People have limited memory space.  Instead of assuming everyone will remember the outcome of a heated discussion about a call monitored 3 days, weeks of months ago, document the discussion and the ultimate decision, along with the call ID.

Why do you think so many quality monitoring programs are unproductive?

Many quality monitoring programs fall into the failure of assuming consistency = accuracy.  Then, when “improved calibration” among the Quality Assurance team does not lead to improved performance among contact center agents, the calibration process is blamed and abandoned.

What advice you think is wrong and makes you mad when you hear someone giving it?

The recommendation to use variance or standard deviation as a measure of calibration effectiveness makes me mad, mostly because it sounds so very “legit.”  Anyone who has taken an introductory statistics course knows that both variance and standard deviation are measures of dispersion or spread.  And we all know that variations in process are bad.  The problem with using these measures as the only measures of calibration is that they assume that the central point of the data, the mean is right.  I think that given the amount of time and money spent on call calibration we should test this mean as opposed to assuming that it’s right.

What are, in your opinion, are the ingredients for a fantastic quality monitoring program?

Measure the right things (accuracy & consistency), using the right people at the right frequency.  And think about the system and not just the contact center agents.

Is this quick and simple?

Like many important things, call calibration takes time.  Don’t be shocked by the figures you see coming out of your first calibration session when you implement the accuracy component.  With the right process, people and time allotment, those numbers will improve, along with management, Quality assurance staff and call center agent buy-in into the process.


In addition to this ebook on call center analytics, get other contact center best practices on Call Center Surveying, Quality Monitoring, Speech Analytics, Social Media in the Contact Center and more in our Resource Library.

About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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  • Matthew Egan

    I loved this book. I always reference this book to agents and clients. Customer service and quality help our center thrive and continue to break monthly records.