12 August 2015

What Is Call Calibration & Why Do You Need To Do It?

On a recent trip, I was faced with converting Imperial units—like feet and degrees Fahrenheit—into Metric units—like kilometers and degrees Celsius. I ran into a lot of confusion, because it was nearly impossible for me to calibrate the measurements in my head.

Thankfully, my iPhone was a lifesaver. I used it to make sure I was interpreting the temperature (or how far it would take me to walk a certain distance) correctly. It saved me a lot of time and frustration by helping me understand what the numbers meant—making my trip much more enjoyable!

I bet you’re wondering how this applies to your call center. Well, if you’re a call center manager, chances are, your team and the partner you’re working with to monitor and evaluate your calls may not be measuring from the same benchmarks, and the results of the graded calls may not be what you’re expecting. That’s why every call center with third-party monitoring needs to make sure they’re calibrating their calls with their partner.

What is call calibration?

Call calibration is a conversation between a third-party call tracking and evaluation partner (like Callcap) and the manager of a call center to discuss the specific details and goals of grading calls. It’s a time set aside to discuss what is working and what is not working on a scorecard project.

Most call calibration sessions should be ongoing and ever-evolving, and they should happen frequently—maybe weekly or bi-weekly—in order to make sure everyone is on the same page about trends in your business.

Many companies who do scorecards do a “one and done” session—once they’ve set their measurements, they’re done. At Callcap, we take a different approach, because we think call calibration is one of the most important ways we can be help you be successful. We work to move with whatever your business’s focus is at the time, and we customize your scorecards to reflect that.

How does a call calibration session work?

In our call calibration sessions with our clients, we spend time with them listening to agents’ calls and gauging the experience their customers received. We then tie that back to how we graded the call initially and ask several questions:

  • Did we grade this call correctly?
  • If not, what could we have done differently?
  • How should we grade these calls in the future?
  • Are the metrics we’re currently looking for still the right ones?
  • Do we need to make changes to the way we’re grading calls?
  • Is this impactful in a positive way for your business?

Why is it important to have call calibration sessions?

Call calibrations are a dynamic way to continually set and revise expectations. With every calibration call, your partner will learn something new from you—and if they are a good partner, they will work to find better ways to give you more value with their scorecard service.

The most important aspect of call calibration is that it helps clients with due diligence on the sales side. Generally, a business may have call recording, but that doesn’t mean they ever make time to really listen to the calls. Call calibration is a proactive way to help sales management teams key in on specific things their team should or should not be doing in order to generate more sales.

Without calibration calls, it is difficult to stay on the same page with a client. What if your partner is grading calls incorrectly, or a metric you want to search for has changed? Without calibration calls, no one really knows where the other side stands, which diminishes the effectiveness of the call tracking and evaluation program and lessens the value of the service.

Does your call tracking company measure up?

I mentioned I was competitive—and from a competitive standpoint, I have to tell you this: other call tracking and monitoring companies provide a “black and white” script they follow. What you see is what you get with them. And it may not be enough!

At Callcap, we like to “ebb and flow” with market conditions, and we target the things that are actually most important for our clients at any specific given point in time. When we work with you to calibrate your calls, you can improve your customer satisfaction, sales, and advertising effectiveness.

Give us a call or contact us today to learn how we can help you generate more revenue by helping your team perform better on the phone.