Q: How should calibration sessions be implemented effectively?

A: The purpose of having calibration sessions is to get all parties looking through the same lens as they evaluate a call. Calibration sessions are not used to calibrate the monitoring form. There is a tendency to use the calibration session as a venting session about how the questions are unclear or unfair and that they need to be changed on the monitoring form. Don’t waste team leaders, supervisors, quality assurance associates’, etc. valuable time on bickering about the types of questions.

Calibration sessions are an important element of an effective quality monitoring program. Organizations must find time to have these sessions. The ultimate goal is to provide meaningful feedback to help agents be successful. Invest the time with your frontline employees. You will see measurable results.