Scorebuddy's calibration module allows multiple users external to the quality team to score a selected list of previously scored cards, comparing these scores with the original, highlighting variations and inconsistencies.
The scoring process naturally contains a subjective element, using well designed scorecards reduces this to a minimum but external calibration is needed to validate scores and maintain consistency.
Calibration is particularly useful to BPOs for validating with clients the quality of the output and sustaining service levels. Scorebuddy customers claim they win new business due to giving clients the ability to calibrate quality scores.
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..