Contact Centers: Calibrate! Calibrate! Calibrate!

Take the calls one at a time and allow each participant time to score independently. Compare notes before moving on to the next call. Replay sections of the call in which interpretations deviate. Keep discussion focused on the interpretation of how each skill was performed, not on the legitimacy of the guideline. After the meeting, collect the forms and record the scores by individual observers to identify repetitive deviations from the standard from meeting to meeting.