Inter-rater Reliability (IRR) is a more effective way to calibrate scorers in a quality monitoring program in a contact center. Traditional quality monitoring call calibration is poor method used to evaluate quality monitoring analysts.
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. [...]