Hello everybody! I'm currently exploring ways of making calibration sessions interesting and productive, so would love to hear your experience :) Some questions I have: how many tickets is enough for calibration? Do you prepare some sort of presentation or slides to show to your team (we are working remotely)? What is your meeting structure?

We do weekly calibration sessions and evaluate one interaction, either a call or web case. As a group, we either listen to the phone call or review a web case from our customer portal. We then evaluate and score the call independently. After the time period has elapsed, the facilitator shares their screen and a sheet that has pulled all reviewers' scores. We review the outlier scores and discuss the rationale for those scores. Post-meeting, the facilitator sends a recap of discussion points and correct answers. Note: the content to be reviewed in calibration is not provided in advance and we do it all in the meeting.

Our meeting structure is 60 minutes - led by our QA manager and participants are our QA analysts, team leads, and managers. Attendance is required for anyone who performs QA evaluations/coaching.

I wouldn't say it's fun, but it is effective. I'm glad to see your post, @Anastasiia Gubina22 because I would love to make our calibration sessions more productive and interesting - so will keep an eye out for other responses - thanks!