Here's a new article we wrote on the topic. Hope you enjoy:
5 Steps to a Successful Support QA Calibration Process
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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.
We conduct weekly calibration sessions with all reviewers. We rotate between email cases, phone calls, chat, and our Pro Desk "expert sessions". Everyone has time to review (or listen) for the first part of the hour. We individually score the case (with comments) and the scores populate into one sheet for comparison. The facilitator then shares his screen and we dig into the sections with the greatest variance and discuss.
