Building Contact-center Consistency and Confidence

Calibrating the practices of your contact-center monitors is crucial to ensuring consistency and building confidence in their results.

Design a review criteria for your catalog's contact-center monitors and then test it over and over, advise officials of The Ascent Group, which recently released the white paper "Getting the Most Out of Your Call Quality Program." Contact-center managers who participated in a study sponsored by The Ascent Group conduct calibration through group sessions that score and discuss evaluation criteria. "Comparing and discussing results help to focus and clarify the not-so-easy task of judging performance," noted officials from The Ascent Group. "It also builds confidence and consistency."