Call Calibration

For call calibration, To run a QA calibration, gather a team of experienced evaluators, select representative customer interactions, have each evaluator independently score them, and then convene to discuss and reach a consensus on scores.

For call calibration, The three types of calibration are “ internal calibration ,” where in-house evaluators align their scoring; “ external calibration ,” which involves external experts to ensure objectivity; and “ self-calibration ,” where agents score their calls for self-assessment.