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Top benefits of calibration in quality assurance programs

Calibration has been termed as one of the most important components that ensures the success of Call Quality Assurance programs. There are actually many benefits of calibration. When performed on a consistent basis or generally on a monthly basis, calibration can prove to be an effective approach of maintaining the equity and integrity of quality assurance programs. In addition, calibration can also prove to be a method that ensures all call center agents are fairly treated. Among many other benefits of calibration, one important benefit is that it helps to effectively develop quality assurance evaluation forms.

It is not easy for any company to develop Call Center QA evaluation forms from scratch. This is because there are many things involved some of which may require a lot of knowledge on call centers and company policies and procedures. But with calibration, it will be possible to check whether certain aspects of the evaluation forms are accurate or up to standard. Calibration also teaches quality assurance reviewers and specialists on the different ways of applying evaluation criteria and guidelines and performing these evaluations consistently. Other benefits of calibration include building consensus among quality assurance reviewers and helps in maintaining open dialogues between management and quality assurance teams. Calibration in Call QA is also important because it keeps all staffs updated on the changes to such things as scoring criteria and evaluation forms as the QA program evolves. Calibration also enhances the perception of call center agents on the fairness and credibility of the quality assurance program. Moreover, calibration fosters camaraderie and collaboration among quality assurance reviewers and keeps quality assurance supervisors versed on how call center agents are evaluated. Proper calibration sessions can also facilitate effective coaching of call center agents. With all these benefits, it is easy to see why calibration is an important component to the success of quality assurance programs. click here for more information about Call Center Quality Assurance