<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=102532&amp;fmt=gif">
logo.svg

Guide

ScoreBuddy

Written by Scorebuddy

   

 

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.

 

Benefits of Quality Scoring Calibration

  • Independently validate the scoring.
  • External users can access calibration lists.
  • Compare and contrast scores.
  • Calibrators can add comments to the scorecards.
  • Select scorecards manually or randomly for calibration.
  • Build multiple lists by group, card type or contact type.

Tags: Blog

eBook

Soft Skills in the Call Centre Environment

soft_skills_eBook.png
In this eBook, you will learn:
– How soft skills are a predictor of agent performance.
– How to assess soft skills in the agent hiring process.
– How to develop soft skills in your agents as part of their training.
Download Now