Call Monitoring Calibration
Call monitoring calibration is a process within the quality assurance program in call centers. It’s intent is to create fairness and consistency in the quality monitoring process.
In late May, the QATC (Quality Assurance, Training and Connection organization) published the results of their quarterly survey on critical quality assurance and training topics in call centers, focusing on quality monitoring call calibration practices. Having worked for a third-party call monitoring company for 8 ½ years, I found the survey results to be quite interesting (sometimes scary), but for very different reasons than highlighted in the QATC report.
1) Quality Monitoring Calibration requirements – According to the survey, 24% of respondents indicated that calibration participants were not required to review calls prior to the call calibration meeting. In these cases, it is a feel-good, group-think exercise and not a true call calibration session. Yikes! Assuming the Quality Assurance team in the call center does not grade every call by committee, such an exercise is ineffective at gauging the degree of disparity that exists within the current call monitoring process. And since disparity is not being measured, the effectiveness of call calibrations cannot be quantified. Result: Waste of time.
I recently had a small issue with Verizon that I wasn’t able to resolve on the web site. Not a big deal. But when clicked on ‘Contact Us’ and then ‘By Phone’, instead of giving me the phone number, I was met with a pop-up window that said: “We’re sorry…we are not able to process your request.” Great, if you are going to hide the number you need to cough it up when we follow the clicking path to get it! Is this a new call avoidance tactic that I missed? Now my small problem is bigger. Understandably miffed, I relayed this story to a co-worker who had just called Verizon a week prior and had a completely different experience. She said she got right through to a knowledgeable call center agent and after the billing issues were resolved was transferred to another live agent in service to get the phone line checked. She even said how surprised she was that a company so big had such good customer service, while I on the other hand, couldn’t even locate a number to call. Do you worry about the consistency of the customer service experience? Are you protecting your brand by having a uniform calibration process and parameters for evaluating service?
While collecting scores and customer comments for analysis as part of our External Quality Monitoring (EQM) managed services we uncover significantly more than ratings about contact center agents. See what I mean:
“I tried calling your service number and each time it rang once and disconnected me. Talk about poor customer satisfaction.”
“I usually get right to a contact center agent whenever I have service issues but this time when I called I was on hold for 30 minutes. I got so frustrated I finally hung up. What gives?”
“Every time I order from your company my package is delivered quickly but this time it took almost a month and it was damaged. I don’t know what’s going on with your customer service.”
“Last week I was told by Kevin that I would get a form in the mail to request my refund. I didn’t get the form so I called today and was told by Susanne that I am not eligible for a refund and she’s not sure why Kevin told me that I was.”
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. Continue reading “Quality Monitoring Calibration the Worst Call Center Common Practice” »