Service Pack

Call Calibration: Ensuring Consistent Quality in Customer Service

Call Calibration

Customer service plays a crucial role in the success of any business. It’s how companies interact with their customers, address their concerns, and create a positive experience. Providing great customer service involves various elements, and one essential strategy to ensure consistency and quality is call calibration. In simple terms, call calibration is like a team meeting where people who work in a call center talk about how they help customers over the phone. 

Let’s explore this concept in more detail.

What is Call Calibration?

Imagine you call a company’s customer service line with a question or a problem. You speak to one of their agents, and they help you out. But how do you know if the help you received was good or not? This is where call calibration comes in.

Call calibration is a process where the people who work in a call center get together to talk about how they handle customer calls. This meeting involves call center agents (the people who talk to customers), their supervisors (the bosses who oversee them), and sometimes, experts from outside the company who know a lot about customer service.

During the meeting, they listen to recorded phone calls that agents have with customers. These calls are like examples of how customer service is provided. They listen carefully and talk about how well the agent did. They also discuss things like if the agent was polite, if they gave correct information, and if they made the customer happy.

Why Call Calibration Matters?

Call calibration is important for several reasons:

Consistency: Imagine if you called the same company twice, and the first agent was super helpful, but the second one was not. That wouldn’t be a good experience, right? Call calibration helps make sure that all agents in a call center provide a similar level of service. This means that no matter who you talk to, you should receive the same kind of helpfulness and politeness.

Understanding the Rules: Every company has certain rules and guidelines for how their customer service should work. Call calibration helps make sure that everyone understands these rules the same way. It’s like making sure everyone is on the same page. This way, agents know what’s expected of them, and customers get consistent service.

Finding Ways to Improve: Sometimes, there might be things that agents can do better. Call calibration helps find these areas for improvement. For example, if many customers complain that the agents talk too fast and it’s hard to understand them, call calibration can identify this as an issue to work on.

Training: When agents are new or need to learn something new, call calibration is a great way to help them. Supervisors can give them tips and advice based on what they hear during the calibration meeting. It’s like getting better at a sport with the help of a coach.

How Call Calibration Works

Call calibration usually happens regularly. It’s not a one-time thing. The frequency depends on the company, but often it’s done at least once a month. Some companies even do it every week, especially when they’re just starting to use call calibration.

Here’s how a typical call calibration session works:

  • Listening to Calls: First, the team listens to recorded calls. These calls are chosen randomly so that it’s a fair representation of the agent’s work. They listen carefully to how the agent talks to the customer, what they say, and how they say it.
  • Rating the Calls: After listening, the team gives scores to the calls. They rate things like politeness, knowledge, and how well the agent followed the company’s rules. This helps put a number on how good the customer service was.
  • Discussing the Calls: The team talks about each call. They discuss what the agent did well and what they could improve. This discussion helps everyone understand why a certain score was given.
  • Coaching: If an agent needs to improve in some areas, the supervisors and experts can give them advice. They might suggest things like speaking more slowly, asking the customer if they have any more questions, or double-checking information to make sure it’s correct.
  • Learning and Improvement: Agents can learn a lot from call calibration. They can see where they did well and where they need to get better. It’s a way to make sure everyone is always improving their customer service skills.

Final Words

Call calibration might sound like a complicated process, but it’s all about making sure that when you call a company’s customer service, you get the best help possible. It’s about making sure that every agent knows how to make customers happy and follows the company’s rules.

So, the next time you call a customer service line, remember that there’s a team of people behind the scenes, working together to ensure that you have a great experience. Call calibration is their way of making sure that when you need help, you get the consistent and high-quality service you deserve. Book a demo to know more!