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.
Soft skills are one of the foremost predictors of call centre performance and agent success. In fact, according to recent research by Harvard University and the Stanford Research Institute, 85% of long-term job success depends on people skills, while only 25% relies..
To be successful in a call centre, agents must be able to deal with a high volume of angry, confused, and frustrated customers. They must be able to follow a script, but also provide information that is not scripted and communicate in a natural and friendly way...
Do you know how well your agents are handling every customer interaction? Does their performance meet your expectations for a quality customer experience? Are they following all the correct processes, remaining compliant, and getting the outcomes you want?