QA Calibrate is a software tool for your call center that keeps your teams calibrated and provides leadership with the measurement tools they need to continuously improve.
- Automates your current, labor-intensive calibration process
- Provides on-the-spot training to your evaluators on how to score a call
- Leverages a single answer key to deliver consistency across all evaluators
- Provides insights to manage and improve QA evaluators and their process
Instant Calibration & Feedback
- Instantaneous scoring against the answer key to provide instant feedback and on-the-job training
- Comments and tips on how and why to score a call more accurately to help evaluators be more effective
Calibration Reporting
- Calibration Heat Maps to understand which behaviors are the biggest issues
- Calibration Trending to determine if the organization is becoming more calibrated
- Leniency to assess who’s being too lenient or too harsh