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 multiple 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.
Dig deeper on Call center manager
Related Q&A from Donna Fluss
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume.continue reading
Contact center managers can give agents a change of pace with varied tasks to take on during idle time.continue reading
What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both...continue reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.