Quality calibration in the call center for multiple languages
By Donna Fluss, President, DMG Consulting LLC
SearchCRM.com
The purpose of calibration sessions is to foster collaboration and establish consensus on how each question on the evaluation form should be applied. Supervisors or reviewers who support QA efforts in multipl
Requires Membership to View
To gain access to this and all member only content, please provide the following information:
By joining SearchCRM.com you agree to receive email updates from the TechTarget network of sites, including updates on new content, magazine or event notifications, new site launches and market research surveys. Please verify all information and selections above. You may unsubscribe at any time from one or more of the services you have selected by editing your profile or unsubscribing via email.
TechTarget cares about your privacy. Read our Privacy Policy
e languages should be included in all monthly calibration sessions. Multilingual call centers can include transactions in different languages in their calibration sessions by translating or providing a transcript of calls for review in the common language of the calibration team.
A major challenge with multilingual calibration sessions is addressing cultural differences. For example, while there are some fundamental elements of good service that are international, expectations differ by region. In New York, customers might expect call center agents to get right to the point. In other parts of the world, this would be considered rude. So, in order for QA to be effective on a worldwide basis, all participants in a calibration session must be able to apply their regional perspective to each of the questions.
CRM Solutions manage sales and marketing campaigns easily with integrated customer relationship management.
CRM Solution Resource offering essential research by professionals to help you choose the right solution.