Why is calibration important?
It eliminates bias and ensures agents are evaluated against the same criteria, fostering fairness and trust in performance reviews.
How is calibration performed?
Supervisors and QA teams review sample interactions, discuss scoring differences, and align on standards to create uniform evaluation benchmarks.
Who participates in calibration sessions?
Typically, quality managers, team leaders, and evaluators collaborate to ensure alignment across the contact center.
How often should calibration be done?
Regular calibration sessions, such as weekly or monthly, help maintain consistency as teams grow or processes change.
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