It was an interesting webinar last Thursday with our friends from Avtex. We tried something new. We took seven willing participants from different companies and held a mock, role-play calibration during the webinar. The participants were all from different companies. They listened to a mock call, scored it using the same criteria, and then we got together to role-play an actual calibration call during the webinar.
If people were hoping to hear the ideal, sanitized, perfect calibration – they were sorely disappointed. What took place was the very picture of a real calibration call complete with people having technical difficulties and arriving late, the calibration going much longer than expected, people having to bow out to get to other meetings.
What I hope people did take away is that there are some key principles that help make calibrations more effective:
- QA and Calibration is a marathon journey, not the finish line of a sprint. You don’t have to solve all your QA problems in one session – just make sure you’re moving forward. Slow and steady wins the race.
- Someone needs to closely manage the process to keep things on track, make needed decisions, and make sure that there is follow up.
- When disagreements arise, you should consider the business mission, customer expectation and CSR realities.
- Always think about what decisions you can make right now and what issues require more discussion and calibration. Don’t be afraid to make the call when it needs to be made and table discussions that will required more time/consideration.
Thanks to those who participated and joined in! If you were there, I’d be interested in knowing your thoughts and observations!