From the course: Service Metrics for Customer Service
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Calibration and coaching
From the course: Service Metrics for Customer Service
Calibration and coaching
- Scheduled adherence and quality are two key areas of focus for individuals who are involved in customer service. But if you and I both lead teams do we have the same understanding of what quality is? Are we interpreting results the same way? Are we coaching on the same things? Here we'll identify the four levels of successful calibration. Calibration is the process in which variations in interpreting results and the steps that follow are minimized. When high levels of calibration are achieved it won't matter who does the assessment scoring, or who facilitates the coaching. The approach and outcome will be the same. Calibration is an important tool for ensuring consistency and interpreting performance. It also makes coaching much easier. It allows the coaching process to focus on achievements and improvements rather than concerns around whether the scorers are accurate or fair. There are four levels of successful calibration. They include, first, overall agreement on how the service…
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