Th The 6 C e 6 Common C Challen llenges wit es with Calibration - - PowerPoint PPT Presentation

January 2019

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January 2019

Th The 6 C e 6 Common C Challen llenges wit es with Ca Calibration Sessions…

…an and h how t to o

• overcom
• me t

them

1

Reg Dutton, January 2019

January 2019

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About us

2

• We understand Contact Centres and

Outsourcers.

• Over 50 years combined experience

implementing CX and quality management solutions for global

• rganisations
• Servicing the needs of thousands of

agents across multiple accounts and geographies

January 2019

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Our platform

3

• Can work with existing CRM and call

recording systems

• Allows you to evaluate any channel;

telephone, social media, email, webchat

• Central repository for all quality data

and agent performance that everyone can access

January 2019

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January 2019

Fi First, why hy shou hould we e calibrate? e?

4

January 2019

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Why calibrate?

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• Develop a fair and consistent approach

to quality

• Eliminate inconsistencies and make sure

everyone is on the same page.

• The opportunity to discuss more

complex interactions, in detail

January 2019

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January 2019

Co Commo mmon Ca Calibration Ch Challenges…

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January 2019

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Common Calibration Challenges…

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• Majority rules
• Fear of speaking out
• Low attendance
• Independent ‘paper scoring’
• Going through the motions
• No follow-up

January 2019

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January 2019

…an and how to overco come them

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January 2019

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…and how to overcome them.

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• Make calibration conversational and try to reach a consensus
• there is no ‘wrong’ point of view
• Calibration should have a purpose and is not just a tick box exercise
• Scoring should be open and transparent
• Calibration must drive coaching, support and change

January 2019

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January 2019

Ca Calibration Top Tips!

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Calibration Top Tips!

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• Include everyone – break down those barriers!
• Calibrate to guidelines
• Etiquette and standards
• Have a robust disputes process

January 2019

www.evaluagent.com

Calibration Top Tips!

12

• Include everyone – break down those barriers!
• Calibrate to guidelines
• Etiquette and standards
• Have a robust disputes process

January 2019

www.evaluagent.com

Calibration Top Tips!

13

• Include everyone – break down those barriers!
• Calibrate to guidelines
• Etiquette and standards
• Have a robust disputes process

January 2019

www.evaluagent.com

Calibration Top Tips!

14

• Include everyone – break down those barriers!
• Calibrate to guidelines
• Etiquette and standards
• Have a robust disputes process

January 2019

www.evaluagent.com

January 2019

15

Ho How Ev Eval aluage agent can can help

January 2019

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How Evaluagent can help

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• Schedule and manage calibration sessions from within the platform.
• Enable participants to ‘blind evaluate’.
• Automatically collate results.
• Report on calibration performance and provide evaluator feedback.
• Supports ‘check the checker’ processes.

January 2019

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January 2019

17

Ca Calibration is launching this mo month!

January 2019

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What next

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New user?

Get started for free on our website

Existing user?

Drop us a note and we’ll arrange a free trial

January 2019

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An Any Ques estion

• ns?