{"id":723,"date":"2020-05-11T15:18:25","date_gmt":"2020-05-11T15:18:25","guid":{"rendered":"https:\/\/premiernx.com\/?p=723"},"modified":"2025-07-29T15:44:34","modified_gmt":"2025-07-29T15:44:34","slug":"that-big-little-meeting-called-a-calibration-call","status":"publish","type":"post","link":"https:\/\/premiernx.com\/uk\/blog\/that-big-little-meeting-called-a-calibration-call\/","title":{"rendered":"That Big Little Meeting Called a Calibration Call"},"content":{"rendered":"

\u201cYour call may be monitored for quality and training purposes.\u201d I\u2019m sure you\u2019ve heard that line at one time or another. Call center outsiders\u2026<\/em><\/p>\n

\"That<\/p>\n

\u201cYour call may be monitored for quality and training purposes.\u201d I\u2019m sure you\u2019ve heard that line at one time or another.\u00a0 Call center outsiders may not care what happens behind the scenes when they hear this common phrase. Call center insiders, however, understand that it takes comprehensive training to ensure that agents know how to properly handle calls. They also understand that there are three major keys assisting agents in reaching customers and obtaining their loyalty. Theese keys are called monitoring,\u00a0coaching, and training.\u00a0 And the one tool that marries all three is a big little meeting called a calibration call.<\/p>\n

At\u00a0PREMIER BPO\u00a0LLC<\/strong>, calibration is normally used to standardize quality audits among the Quality Assurance Department, Operations Department, and the client themselves.\u00a0All parties monitor and rate either recorded or live calls.\u00a0This process helps improve and develop a more streamlined coaching process for agents. Calibration sessions, by their nature, need to be both open and participatory. At the same time, the sessions must be disciplined in order to get the work done in a frank manner and without rancor or blame. Each session is started with a brief review of the purpose, criterion, scoring, and approach (or ideal behavior during the session).<\/p>\n

It\u2019s ten minutes to two, and I have to dial into the calibration session.\u00a0 At the end of the session, only one thing remains:\u00a0 A calming, warm sense of achievement that once more, the participants ensure that any two people can listen to the same call and score the quality the same \u2013 we agree about procedure of standardizing the evaluation and scoring process.\u00a0 Calibration is a tool for providing a consistent level of quality service to our customers. We have in place an absolute requirement to improving call monitoring performance and ensuring customer satisfaction.\u00a0 All is well in my PREMIER BPO LLC world.<\/p>\n<\/div><\/div><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"

Your call may be monitored for quality and training purposes.\u201d I\u2019m sure you\u2019ve heard that line at one time or another. Call center outsiders<\/p>","protected":false},"author":1,"featured_media":724,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[420,421,418,417],"webevents":[],"post-industries":[],"post-services":[531],"post-solutions":[],"class_list":["post-723","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-bpo-blog","tag-agile-workforce","tag-all-blogs","tag-operational-excellence","tag-profitability-strategies","post-services-customer-experience"],"acf":[],"yoast_head":"\nThat Big Little Meeting Called a Calibration Call - Premier NX<\/title>\n<meta name=\"description\" content=\"Discover the importance of calibration calls in business meetings. Explore strategies for success in our latest blog post at Premier BPO.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"That Big Little Meeting Called a Calibration Call - Premier NX\" \/>\n<meta property=\"og:description\" content=\"Discover the importance of calibration calls in business meetings. 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