Calibrations

Achieve alignment and accuracy with calibration workflows

Trust your quality evaluation process with our calibration workflows designed to enhance collaboration, precision, and consistency.

Team Calibration

Elevate alignment and consistency in agent evaluation

With team calibration, evaluate agent performance individually using the same scorecard, then convene for a live Calibration Session to align on evaluation criteria, address discrepancies, and provide feedback for improvement. Establishing a regular calibration cadence promotes consistency in grading practices and helps ensure trustworthy QA data.

Conduct collaborative sessions

Align on evaluation criteria

Provide feedback & coaching for improvement

Establish calibration guidelines

GraderQA vs Call Calibration

Grade-the-Grader (Grader QA)

Enhance grading accuracy at scale

Overcome conflicts-of-interest, best-behavior biases, and scalability issues in team calibrations with GraderQA. Our unique workflow employs benchmark graders to re-grade random tickets blindly, producing an alignment score for accurate standards, alignment, and reliable grading metrics.

Streamline distribution of graded tickets to calibrators

Calibrate graded conversations

Automated Grader QA reporting

Learn More about GraderQA for BPO’s

See how Stitch Fix Empowers Agents by Building a Better Calibration Workflow

Read the Case Study

“Regularly looking at tickets as a department makes it easier for agents to build the muscle for dealing with difficult situations. We’ve normalized the expectation that we’re driving toward commitment, not consensus.”

Jenni Bacich

CX Global Programs Manager

Calibration Reporting

Optimize QA metrics with customizable calibration reporting

Identify discrepancies and facilitate discussions for improvement. Address alignment gaps, modify rubrics, and work closely with specific graders to optimize QA metrics and enhance confidence.

Generate detailed calibration alignment reports

Identify discrepancies for targeted improvement

Monitor grader performance over time

[On-Demand Webinar] Optimize Your BPO Partnership

Learn how to use calibration custom reporting to increase transparency and optimize support quality at your outsourced BPO partners.

Watch the webinar