Call Calibration Sessions

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Business Issue - Providing a consistent, high-quality customer experience is at the heart of every successful contact center. That experience is achieved and maintained when contact center managers agree on the high-impact service and sales skills representatives are to exhibit and listen to live calls to ensure the skills are used in all customer conversations. Oftentimes however, managers above the front-line team leaders do not listen to calls and assume the representatives’ performance is in sync with the center’s quality assurance expectations.

Omega Performance’s Solution - Omega Performance’s Call Calibration Sessions help contact center managers, at all levels, align their vision of a consistent, high-quality customer experience with the behaviors of contact center representatives. Our consultants assist the contact center team by:

Helping managers come to an agreement on performance level expectations

Facilitating objective call calibration activities

Focusing the group on behaviors

Aligning the call evaluations within five percentage points

Laying the groundwork for future, internal sessions

What Is Included

Call calibration is achieved over a two-day period in sessions conducted by Omega Performance consultants. These sessions include a simultaneous review of calls, scoring integration, and an executable format for sustainment. In the event participants are not calibrating within the timed activities, the activities are repeated or expanded, resulting in additional sessions. Initial calibration typically takes between eight and 15 hours of intensive call review. Once the participants are calibrated, it is important that they take their perspective to calibration sessions with their peers. Normally, these are conducted by the same consultant to ensure continuity. Designated contact center managers and/or team leaders can be present for all sessions so that they can facilitate internal sessions on a monthly basis going forward.

Results You Can Expect

Delivery of a unified customer experience across the contact center operation
More efficient and effective contact center managers
Improved customer satisfaction reports
Parity among coaches resulting in higher employee satisfaction

Who Should Be Trained

Contact center management team, team leaders, and quality assurance staff who observe, score, or coach representatives’ behaviors on calls.

Prerequisites

Participants should have some familiarity with assets and liabilities, personal financial statements and tax returns, and the requirements of Regulations Z and B.