What is Quality Management Calibration?
Calibration is a quality management activity that helps ensure all evaluators are on the same page in how they are evaluating interactions. Regardless of how well a form is crafted, there may still be differences in interpretation. Calibration lets you validate the accuracy and usability of a form by testing out the form on several evaluators to see how closely they evaluate the same interaction. You can calibrate a form, or you can calibrate an evaluation. Some contact centers have calibration meetings, while others utilize quality management software that has calibration workflows built in.
In calibrating an interaction, you typically distribute an interaction that has already been evaluated, together with the form that was used to evaluate it to several evaluators. If the deviation is high across evaluators, then a conversation across the calibration team needs to occur to understand the root cause of the deviation. Do you need to refine the question itself? Or do you need to enhance standard operating procedures (SOPs) so that all evaluators know what success looks like?
Calibration doesn’t accomplish anything if it doesn’t result in action. After the calibration team identifies the root cause of the deviation, someone needs to take action to close the gap either in the form, in SOPs, or in training.
How NICE can help
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact (or call) center operations. CXone includes:
Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Analytics – turns insights into results by making data relevant, easy to consume and actionable. These solutions include interaction analytics, customer surveys, reporting and performance management.
Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.