Quality Management Calibration

Definition:

Quality management calibration is a process in call centers that ensures consistent evaluation and feedback of customer service interactions.

Key Elements:

Standardized Evaluation: Reviews calls against predefined quality criteria.

Team Collaboration: Engages quality teams in discussing evaluation results and improving standards.

Continuous Improvement: Identifies training needs and areas for agent development.

Why Quality Management Calibration Matters:

Effective calibration enhances service quality by ensuring consistent performance standards, contributing to improved customer satisfaction and operational efficiency.