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Glossary

What is Call Calibration?

Call calibration is a process used in call centers or customer service departments to ensure consistency in call quality and customer experience. It involves a group of managers and supervisors listening to calls made by agents and evaluating them against pre-defined performance standards to identify areas of improvement and provide feedback to the agents.


  • The process involves special tools for supervisors to evaluate whether the agent has been adhering to all the call parameters or not. By following the call parameters, the team can analyze every call made or received. Analyzing the call quality is absolutely necessary for ascertaining the performance of the call center process.


  • During the call calibration process, the managers and supervisors listen to the same call recording and discuss the agent's performance and the customer's experience. Sometimes, it gets really difficult to understand the root cause of the problem when a customer complains about dissatisfaction with the call or the agent. 


  • For investigative purposes call calibration process helps in many ways. In most cases, customers may have high expectations from the call center process and they may even be implausible in most cases so, which puts agents in a dilemmatic situation. We can avoid such instances through the calibration process.


  • They evaluate various aspects of the call, such as the agent's tone, language, empathy, product knowledge, and adherence to the company's policies and procedures. The goal is to ensure that all agents are meeting the same standards and providing a consistent experience to customers.


  • The call calibration process is essential for improving the overall quality of customer service and increasing customer satisfaction. It helps identify areas where agents may need additional training or coaching and provides an opportunity for managers to share best practices and establish common goals and expectations for the team.


By consistently monitoring and calibrating calls, call center managers can improve their agents' performance, reduce customer complaints, and enhance the overall customer experience. As call center service plays a major role in uplifting customer-centric businesses so ensuring top call quality becomes sacrosanct for every call center outsourcing service. 


Therefore, call calibration is a basic requirement in every call center service for maintaining basic call hygiene, customer retention, satisfaction, and acquisition of new customers. Additionally, call calibration can also help identify trends and patterns in customer feedback, leading to process improvements and better customer service outcomes.


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