How Do You Create a Meaningful Calibration Plan for Customer Service Reviews?

Good Morning,

I have been asked to develop a monthly calibration plan, which includes all of management within my organization. Developing a schedule is simple, but I was hoping that someone had a formal plan that explains the purpose of a calibration meeting. In a nutshell, we will listen to customer service calls as a group, monitor the call, and discuss the results with the sole purpose of making sure that we are all on the same page and identifying the positive and negative customer service behaviors... Hope you can help.

Thanks, Patrick Kaag

Hi, Patrick.

It is really a good idea to implement Calibration on the floor. It depends on how exactly you organize and implement the end results towards the betterment of your Agents.

Normally, you can run the calibration twice a week (depending on the strength of your floor - you can even run this every day), probably every Tuesday and Friday of the week. As you mentioned you were in CS (Customer Service), you need to listen to the calls of your representatives in every meeting.

You should have an orientation before you start this. Ask all your managers who are involved in this to design a checklist, which can be used at the time of calibration. Before you run the calibration, I appreciate if you run a survey within the managing team to extract the exact concept and key areas of the meeting. Once it is done, consolidate all the checklists and make it one. Give a copy to everybody who attends the meeting. Ask them to rate the call.

At the time you listen to the call, the call should be played partially. No full-length conversations should be projected. After listening to the partial conversation (call), ask your team to discuss the rest of the call. By doing this, you will understand where exactly your team stands up to the standards of quality and quantity. After the discussion, play the full-length conversation and progress the ratings of the managers.

I hope I made myself clear and you find this useful.

Any other queries can be posted back.

All the best,

Cheers,

Karthik Ghali

Email: karthikghali@gmail.com

Thank you for the feedback. The criteria we use for monitoring, in terms of the attributes that we consider pivotal to our success, have already been established, and the forms that we used to calibrate have been created as well. I was looking for some documentation and/or examples of what a formal calibration plan might look like. I have conducted hundreds of calibration sessions over the years and understand the process, purpose, and how to conduct them. I was hoping to get my hands on a plan that another company might have created and use their template to create my own. If you know where I might be able to obtain sample plans from different companies, that would be great. Otherwise, I will just create one from scratch.

We have agreed to meet once a month with senior management and will rotate supervisors in and out of the sessions. In terms of QA, we monitor 100% of all calls, and I do hold one-on-one calibrations with supervisors on a bi-weekly basis. These particular calibrations will be designed for senior management only, as they are not generally involved in the day-to-day operation but need to be kept up to date on what is happening from a quality standpoint.

Thank you in advance for the quick reply :)

pk

Hi Patrick,

I'm working on the task as you mentioned. Hopefully, I may get it done for you in the next couple of days. If possible, please share the scrap framework that you are going to design.

Thank you in advance.

Katik

I will search the internet for sample calibration plans. I do, however, appreciate the effort and quick response.

pk