Agent Calibration: What It Means and How It Improves Your Brand’s CX Performance

If you work in a contact center, you know that excellent customer experience (CX) is the holy grail. That said, great CX doesn’t happen by accident; rather, it’s the product of effective quality assurance (QA).

In an ideal setting, “quality” is an objective concept. In many cases, though, it’s a little bit more nuanced. What is considered satisfactory to one agent may be deemed unacceptable by some customers. Luckily, there’s a way to make sure that everyone is on the same page: agent calibration.

Agent Calibration defined.

In a nutshell, agent calibration is a session wherein agents, supervisors, and a third-party evaluator come together to review performance and verify that it is in line with QA standards. Of course, the latter party doesn’t always have to be a consultant. It can take form as a customer experience software that automates the calibration process, saving you time and giving you more useful and collaborative data-driven insights.

With this solution, an agent is given the same post-call survey as customers and they are tasked with predicting the answers as accurately as possible. Customer predictive analytics then compares the results. If the two sets of answers match (within a given threshold), the agent is considered calibrated; if not, they undergo additional coaching. In effect, they become the customers’ proxies and each call is calibrated by default.

Why invest in Agent Calibration?

Agent calibration is a crucial part of operations, but even more so if your contact center is expanding or if you’ve hired new employees. Among its benefits are:

  • Seeing the bigger picture — When you have more data points to triangulate your QA evaluations with, you can make better operational decisions that ultimately improve CX. Moreover, you can identify blind spots you otherwise would have missed. Upon calibrating, you may have to implement new best practices for certain customer inquiries or redefine how to measure the quality of handling.
  • Getting more objective evaluations — There’s no worse feeling than being given a black mark for something you didn’t even know was an issue. When you conduct quality assurance audits, however, there are no surprises: all the cards are laid out. Agents do not feel that coaching sessions are personal affronts, and are thus more receptive to feedback and guidance.

    Add how *Agents are providing the predictions and that encourages employee engagement, as they’re the ones taking ownership for their own calibration. Employee engagement is improved because agent’s feel a part of the process in improving customer experience and enhancing quality assurance programs.

    Most importantly, this step ensures that everyone — from top to bottom — abide by best practices.

  • Improving support for agents — Numbers don’t lie. If you see that many agents struggle with a certain type of customer call, you can provide the appropriate coaching to boost their performance. Given the more granular information that agent calibrated data provides, you can finely tune your training sessions to address very specific issues. As a result, your coaching becomes more targeted, purposeful, and helpful to the agent.

In today’s landscape, consumers have ever-higher expectations for the products and services they patronize — and this extends to the kind of customer service they receive. For this reason, CX has become one of the most important ways to create brand loyalty. With effective quality assurance, you can improve agent performance metrics and boost brand love at the same time.

Looking for a CX management software that utilizes employee engagement that can help streamline your quality assurance efforts? Book a consultation with the team at Zacoustic and learn all about the benefits of our all-in-one solution.