Good Morning,
I have been asked to develop a monthly calibration plan, which includes all of management within my organization. Developing a schedule is simple, but I was hoping that someone had a formal plan that explains the the purpose of a calibration meeting. In a nutshell, we will listen to customer service calls as a group, monitor the call and discuss the results with the sole purpose of making sure that we are all on the same page and the identifying the positive and negative customer service behaviors...Hope you can help.
Thanks,
Patrick Kaag
From United States, Woodland Hills
1I have been asked to develop a monthly calibration plan, which includes all of management within my organization. Developing a schedule is simple, but I was hoping that someone had a formal plan that explains the the purpose of a calibration meeting. In a nutshell, we will listen to customer service calls as a group, monitor the call and discuss the results with the sole purpose of making sure that we are all on the same page and the identifying the positive and negative customer service behaviors...Hope you can help.
Thanks,
Patrick Kaag
From United States, Woodland Hills
Hi! Patrick.
It is really a good idea of implementing Calibration on the floor. See it depands on exactly whow you organize and implement the end results towards betterment of your Agents.
See normally you can run the calibration twice a week(depanding upon the strength of your floor-You can even run this every day). Probably every Tuesday and Friday of the week. As you said you were in CS(CM Service) you need to listen to the calls of your representatives in every meet.
You should have an orientation before you start this. Ask all your managers who ever involved in this to design a checklist, which can be used at the time of caliburation. before you run the caliburation i appreciate if you run a survey with in the managing team to extract the exact concept and key aera of the meeting. once it is done you consolidate all the checklists and make it one. Give a copy to every body who attends the meet. ask them to rate the call.
And at the time you listen the call- the call sholud be played partially. No full length conversations should be projected. After listening to the partiall conversation(call) ask your team to discuss about the rest of the call. by this you will understand where exactly your team stands up to the standrads of the quality and quantity. After the discussion play the full length conversation and progress the ratings of the managers.
Hope i made my-self Clear. Hope you find this useful.
Any other Queries can be posted back.
All the Best,
Cheers,
Karthik.Ghali
From India, Coimbatore
It is really a good idea of implementing Calibration on the floor. See it depands on exactly whow you organize and implement the end results towards betterment of your Agents.
See normally you can run the calibration twice a week(depanding upon the strength of your floor-You can even run this every day). Probably every Tuesday and Friday of the week. As you said you were in CS(CM Service) you need to listen to the calls of your representatives in every meet.
You should have an orientation before you start this. Ask all your managers who ever involved in this to design a checklist, which can be used at the time of caliburation. before you run the caliburation i appreciate if you run a survey with in the managing team to extract the exact concept and key aera of the meeting. once it is done you consolidate all the checklists and make it one. Give a copy to every body who attends the meet. ask them to rate the call.
And at the time you listen the call- the call sholud be played partially. No full length conversations should be projected. After listening to the partiall conversation(call) ask your team to discuss about the rest of the call. by this you will understand where exactly your team stands up to the standrads of the quality and quantity. After the discussion play the full length conversation and progress the ratings of the managers.
Hope i made my-self Clear. Hope you find this useful.
Any other Queries can be posted back.
All the Best,
Cheers,
Karthik.Ghali
From India, Coimbatore
Thank you for the feedback. The criteria we use for monitoring in terms of the attributes that we consider pivotal to our success have already been established and the forms tthat we used to calibrate have been created as well I was looking for some documentation and/or examples of what a formal calibration plan might look like..I have conducted hundreds of calibration sessions in years and understand the process, purpose and how to conduct them...I was hoping to get my hands on a plan that another company might have created, and use their template to create my own..If you know where I might be able to obtain sample plans from different companies, that would be great...Otherwise, I will just create one from scratch. We have agreed to meet once a month with senior managements and will rotate supervisors in and out of the sessions...In terms of qa, we monitor 100% of all calls and I do hold one-on-one calibrations with supervisors on a bi-weekly basis. This particular calibrations will be desgined for senior mangement only, as they are not generally involved in the day to day operation, but need to kept up to date on what is happening from a quality standpoint..
Thank you in advance for the quick reply :)
pk
From United States, Woodland Hills
Thank you in advance for the quick reply :)
pk
From United States, Woodland Hills
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