Contact Centers: Calibrate! Calibrate! Calibrate!

Objective performance is simple to calibrate because it’s mechanical. Did the rep use courtesy words, verify customer information and offer coordinated items? Subjective performance is more challenging because it’s opinion-based. Did the rep exude a positive tone of voice and a personable demeanor? Did the customer seem satisfied? The focus in this session should be to ensure fair and consistent scoring in both types of skill sets.