CALIBRATIONS

Achieve alignment and accuracy with call calibration workflows

Trust your quality evaluation process with our call calibration workflows designed to enhance call center collaboration, precision, and maintain consistency for customer experiences.

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Team Calibration

Elevate alignment and consistency in agent performance evaluation

With team calibration, contact center managers can evaluate agent performance individually using the same quality scorecard, then convene for a live Calibration Session to align on evaluation standards and criteria, address discrepancies, and provide actionable feedback for improvement. Establishing a regular calibration cadence promotes consistency in grading practices and helps ensure trustworthy QA data.

Conduct collaborative calibration sessions
Align on evaluation standards and criteria
Provide actional feedback & coaching for improvement
Establish calibration guidelines
GraderQA vs Calibration
Grade-the-Grader (Grader QA)

Enhance grading accuracy at scale

Overcome conflicts-of-interest, best-behavior biases, and scalability issues in team calibrations with GraderQA. Our unique workflow employs benchmark graders to re-grade random tickets blindly, producing an alignment score for accurate quality standards, alignment, and reliable grading metrics.

Streamline distribution of graded tickets to calibrators
Calibrate graded customer conversations
Automated Grader QA reporting
Learn More about GraderQA for BPO’s

See how Stitch Fix Empowers Agents by Building a Better Calibration Workflow

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“Regularly looking at tickets as a department makes it easier for agents to build the muscle for dealing with difficult situations. We’ve normalized the expectation that we’re driving toward commitment, not consensus.”

Jenni Bacich
Calibration Reporting

Optimize QA metrics with customizable calibration reporting

Identify discrepancies and facilitate discussions for improvement. Address alignment gaps, modify rubrics, and work closely with specific graders to optimize QA metrics and enhance confidence.

Generate detailed calibration alignment reports
Identify discrepancies for targeted improvement
Monitor grader performance over time

[On-Demand Webinar] Optimize Your BPO Partnership

Learn how to use calibration custom reporting to increase transparency and optimize support quality at your outsourced BPO partners.

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