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Livia Piselli
Senior Customer Support Agent & Quality Assurance at
Asked a question 11 months ago

Hey Klaus Community! :) I am looking to set up a Calibration Session with the rest of my Support Team, but I am the "official" reviewer for the tickets. The rest of the team performs peer-to-peer Conversation reviews, but I would like to get them involved in a Team Session as I would like to receive feedback on the Rating Categories and Scoring. Do you have any suggestions on how to set up the purrr-fect Calibration Session without making the Support Reps feel unease when discussing a ticket?

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Emma Uronen
Quality development specialist

I do not have major tips for this, but one important thing: it is horrible to see your own work, especially if everything did not go as it should have been. By accepting that and being emphatic on the situation helps. We have a system where the people who do QA always start their journey by evaluating their own (old, often from the start of their career) tickets as practise, and that really helps them to understand the pain.Ā 

I'd start with a ticket that hasn't been scored - the issue here is that you want to see how the scoring system and categories play out, and not get feedback on your scoring capabilities.

So discussing a ticket that hasn't been scored and understanding how to score it together is an excellent neutral ground.

That being said, I would rather begin with going over a written protocol (the categories and score cards, and why they were chosen) with the other members to receive their feedback, and then calibrate.

Theo Panaritis
Community trainer, Webinar host, CX consultant

I think this session would help a lot of team members. Think of this as the game "finish the sentence" that many of us played young and you all get to answer and handle it together both ways, good and bad. Let me explain!Ā 

You start the story with the ticket's problem without giving them any correct or incorrect answer. Then, you tell them to add a sentence (or a few steps) of how a great response would be vs how a not so good response would be. So this way gradually you build a good and a bad response together and by doing that people compare on their own both answers and realize what's good and what's not.Ā 

Nobody gets pointed at and in the meantime you give explanations and hints of what has gone wrong one time in a similar situation, without exposing someone in particular.Ā 

Hope that helps!Ā