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.
The contact center industry is facing wide-spread instances of low employee morale and low overall customer satisfaction performance. Inter-rater Reliability (IRR) testing may help you to turn around this trend in your contact center. In order for this to occur the old method of quality monitoring calibration would need to be replaced with IRR testing. [...]