Getting everyone on the same page when evaluating calls can be tough. Inconsistent call evaluation scores create confusion, reduce trust, and make coaching less effective. But calibrating call evaluation scores doesn’t have to be complicated.
This post will guide you through practical steps to align your team’s call scoring and improve the quality of your coaching sessions. Plus, we’ll share why technology is a game changer in this process.
Why Calibrating Call Evaluation Scores Matters
Calibration makes sure all team members use the same standards when scoring calls. When evaluation scores are consistent, teams build trust in the feedback process. It also helps leaders coach their teams better, leading to improved customer experiences.
Without calibration, scores can vary wildly, even when team members listen to the same calls. This inconsistency hurts morale and makes it hard to identify real performance issues.
Step 1: Nail Down Clear Scoring Criteria
The first step is to define clear and objective scoring criteria. Everyone should understand what “excellent,” “good,” or “needs improvement” means in your context. Ambiguity causes confusion, so keep your criteria simple and measurable.
Step 2: Score Calls Together
Hold team calibration sessions where members score the same calls independently, then come together to discuss differences. This practice highlights where opinions vary and helps align understanding. Open conversations encourage learning and build consistency.
Step 3: Use Benchmark or “Gold Standard” Calls
Create a library of benchmark calls with agreed-upon scores. These “gold standard” calls act as reference points that evaluators can return to when they’re unsure. Over time, this reduces subjectivity and keeps scoring consistent.
Step 4: Schedule Regular Calibration Meetings
Calibration is not a one time event. Schedule regular check ins to review scoring trends and make adjustments as needed. As your team grows or your products evolve, these sessions help maintain alignment.
Step 5: Leverage Technology to Spot Inconsistencies
Modern call evaluation tools offer features that compare scores side by side and track scoring patterns over time. Using technology reduces manual work and makes it easier to identify scoring discrepancies quickly. This leads to faster calibration and more reliable results.
Step 6: Provide Feedback and Support
When you spot inconsistencies, offer constructive feedback to evaluators. Treat calibration as a team learning opportunity rather than a policing exercise. Encouraging continuous improvement helps your team stay motivated and aligned.
Final Thoughts
Calibrating call evaluation scores leads to fairer assessments, better coaching, and stronger teams. It also improves the customer experience by ensuring consistent service quality.
If you’re ready to take your calibration process to the next level, stay tuned – we’re launching a new solution designed to make call evaluation simpler and smarter!
