Industry

The Complete Guide to Quality Assurance Calibration

Download the full guide here!

Quality Assurance is an integral part of customer service. It ensures that your customers are receiving the level of care that you expect your team to give - but also gives you insights into how to improve your training processes and documentation.

Another excuse for a targeted internal discussion highlighting inconsistencies in your process should always be welcome. 

Don’t have a quality assurance process in place yet?

The ultimate goal of quality assurance, however, is to keep improving the customer experience by offering exceptional service across all agents/teams. So, how can you use calibration to ensure this? 

  1. What is Calibration?

  2. Why is it important? 

  3. How can we implement it and what method will work best for us?

  4. The 10-Step Implementation Guide

  5. How can we make our existing process more efficient? 

  6. What is 'Agent Calibration'? 

  7. Do QA Solutions Support Calibration Processes?

1. What is Calibration?

Calibration is a way of defining expectations and making sure they are being met. The larger the team, the more crucial calibration should be to your quality assurance strategy. 

Quality calibration is a process that ensures consistent evaluation of customer interactions and coaching practices across the entire department.

Benoit Gagnon CEO, Miuros

Let’s say we have 10 tickets that we want to review. To make sure that the grading is being done fairly and consistently, we will get 3 people to carry out the same 10 ticket reviews. Once this is done, they all convene and discuss it altogether - to pinpoint inconsistencies that they find between their ratings and scoring criteria. 

This way, you’ll help your team to be better-aligned going forward. It's a constant process of ensuring ratings become more and more consistent, especially when your criteria change. The more calibration you do, the more consistent you will be!

There's a need for initialising consistency in ratings but also to ensure that ratings remain consistent over time.

If your team is in-house, this is as straightforward as selecting tickets to review from your agents, grading them with your chosen criteria and discussing them. If you work with an outsourcer, it also means conducting calibration sessions with your BPO partners to make sure you’re both on the same page.

2. Why is it important? 

There are 6 main reasons why quality assurance calibration is important:

Calibration reasons

Alignment

On the highest level possible, it ensures that managers, team leads - agents, if you do peer-to-peer reviews - and QA teams are all aligned with their scoring. Lots of our customers use calibration to ensure that every reviewer has the same knowledge and understanding of internal processes and communication guidelines (style, tone etc.). Reviewers need to know how to answer customer requests as well as (or better than) the agents because they are the ones that need to train and coach. By standardizing scoring across all teams, you form a solid foundation for the next five benefits! 

Feedback

Aside from the actual scoring, the comments left by reviewers are crucial for agents. They should always be clear, explicit and constructive. When calibration also checks that valuable comments are being made, agents get more actionable feedback.

Fairness

How do we know that the person that conducts a review does it correctly? Are there any biases to be aware of (are they part of his/her team and want them to do better)? Calibration will prevent any notions of favouritism and ensure that each ticket is scored objectively. This will contribute to a healthier professional relationship between reviewers and agents.

Consistency

Consistent feedback has untold benefits for agents. When your coaching is uniform - no matter who it comes from - agents will become more confident in their approach. When your agents are more consistent, it manifests itself as better experiences for the customer. 

Clarity

The actual calibration sessions where you talk about your findings are so rewarding. By stepping up the communication between all reviewers, mixing teams and roles, you will be able to define your message more clearly. If your QA process is fuzzy and unsure, communication guidelines and best practices will become clearer in everyone’s minds with calibration.

Improvement

The result of all of this is that you are going to be able to find consistent findings - issues or areas for improvement - that will help you refine your QA strategy and better focus your training and resources across the entire team. Priorities become easier to define, results come faster. 

This all feeds back into a better customer experience.

Download the full guide to unlock: 

  • The 4 Best Calibration Methods

  • The 10-Step Implementation Guide

  • How can we make our existing process more efficient? 

  • What is Agent Calibration? 

  • Does a QA Solution Support Calibration?

Turn your customer service data into better customer experiences