Good afternoon! Sorry my english is very very bad meow
Calibration sessions are held once a month / quarter.
All control specialists participate in it.
We read each criterion aloud and answer the questions:
- is this problem really relevant?
- is it currently in trend and affects the client's experience?
- do dispatchers make mistakes on this position?
We listen to the arguments of each specialist controller and make a mutual decision which is based on the answers :
- change the assessment of the criterion (determining how to do it right and how to do it wrong)
- delete the criterion
- add new criteria
I believe that all control specialists must participate in the calibration, since they directly face the problems of dispatchers every day.