I was in my first calibration with a QA team a while back. They had asked me to teach them how to calibrate, so I started by going around the table asking each person how they had scored the call we were calibrating. The numbers were all over the map, from mid-60s on the 100-point scale all the way up to the mid-90s. The last person in the group was the QA Manager. "What was your overall service score?" I asked.
"Zero," she responded.
"Zero?" I asked, curiously.
"I felt like it was just awful – so I just gave the whole thing a zero."
Clearly, we had a lot of work to do. For QA to be successful, it must be an objective record of what the CSR did and did not do. Only then will you have reliable data and a credible methodology. It was no wonder the team was all over the map. Their leader was not scoring calls based on what did and did not take place, but how she felt about what took place.