Calibration Corner:
Best Practices in Calibration and Standardizing Evaluation Scores
August 8/October 24
Measuring quality through monitoring is an ongoing commitment that requires a calibration plan, a process, and the setting of realistic, attainable calibration percentage goals. It is through the calibration process that you take the necessary steps to standardize your evaluation scores across all your monitoring groups. This session with help you develop a calibration program that includes all the right people and gives structure to your calibration meetings. You will learn to set realistic standard deviation goals that will move you toward better calibration among supervisors, quality analysts and others involved in monitoring and providing agents with call feedback.
Seminar attendees will learn to:
• Identify the benefits of quality calibration and standardizing evaluation scores.
• Describe the components needed for effective calibration meetings.
• Decide who should be participating in your calibration program.
• Design an effective quality calibration process.
• Calculate your standard deviation and set realistic deviation goals.
• List the five critical factors for facilitating a productive calibration meeting.
8/8/2008 11:00 AM EST
10/24/2008 2:00 PM EST
Register Here for the next session in the series
Price $300/Monitor
Choose 5 or more classes- $275 each
Choose 10 classes from our Certification Course $250 each