January 2019 January 2019 Th The 6 C e 6 Common C Challen llenges wit es with Calibration Sessions… Ca …an and h how t to o o overcom ome t them Reg Dutton, January 2019 www.evaluagent.com 1
About us January 2019 • We understand Contact Centres and Outsourcers. • Over 50 years combined experience implementing CX and quality management solutions for global organisations • Servicing the needs of thousands of agents across multiple accounts and geographies www.evaluagent.com 2
Our platform January 2019 • 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 www.evaluagent.com 3
January 2019 January 2019 Fi First, why hy shou hould we e calibrate? e? www.evaluagent.com 4
Why calibrate? January 2019 • 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 www.evaluagent.com 5
January 2019 January 2019 Co Commo mmon Ca Calibration Ch Challenges… www.evaluagent.com 6
Common Calibration Challenges… January 2019 • Majority rules • Fear of speaking out • Low attendance • Independent ‘paper scoring’ • Going through the motions • No follow-up www.evaluagent.com 7
January 2019 January 2019 …an and how to overco come them www.evaluagent.com 8
…and how to overcome them. January 2019 • 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 www.evaluagent.com 9
January 2019 January 2019 Ca Calibration Top Tips! www.evaluagent.com 10
Calibration Top Tips! January 2019 • Include everyone – break down those barriers! • Calibrate to guidelines • Etiquette and standards • Have a robust disputes process www.evaluagent.com 11
Calibration Top Tips! January 2019 • Include everyone – break down those barriers! • Calibrate to guidelines • Etiquette and standards • Have a robust disputes process www.evaluagent.com 12
Calibration Top Tips! January 2019 • Include everyone – break down those barriers! • Calibrate to guidelines • Etiquette and standards • Have a robust disputes process www.evaluagent.com 13
Calibration Top Tips! January 2019 • Include everyone – break down those barriers! • Calibrate to guidelines • Etiquette and standards • Have a robust disputes process www.evaluagent.com 14
January 2019 January 2019 Ho How Ev Eval aluage agent can can help www.evaluagent.com 15
How Evaluagent can help January 2019 • 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. www.evaluagent.com 16
January 2019 January 2019 Ca Calibration is launching this mo month! www.evaluagent.com 17
What next January 2019 Existing user? New user? Get started for Drop us a note free on our and we’ll arrange a website free trial www.evaluagent.com 18
January 2019 An Any Ques estion ons? www.evaluagent.com 19
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