Accuracy and precision are the two aspects expected while completing an evaluation. However, results could be inaccurate when errors are made by a QA.

This is an instance in a day to day evaluation processes. A small mistake in the evaluation process by an evaluator could harm an agent.  Of course, campaigns involved in BPO sectors want to offer the best quality monitoring services, without errors in evaluation.

The Breakthrough-

Various BPO campaigns have worked on a solution to keep the evaluation process free from errors. One of the convenient solutions regards is the Calibration methodology.

The Concept-

Calibration has been specifically designed as a procedure that involves the process of line-item comparisons evaluated between various calibrators and a master calibrator. For evaluation, a QA supervisor is provided with the rights of the calibrator. The calibration made by a calibrator is compared to the master calibrator. The objective of this solution is to maintain the accuracy of the evaluations performed.

The Functionality-

The process starts with a calibration made by a Master Calibrator, whose scores are considered to be ideal for line items of a category or of the entire form. Followed by this would be the calibration performed by calibrator(s) for the line items. Once the calibration is performed from both sides, the calibrators and master calibrators would be able to view the variances for each line item. For an ideal calibration, the line items calibrated by a calibrator should be equivalent or near that of the calibration performed by the Master Calibrator.

Steps Involved-

Calibration could be performed in quick steps. Click here to view the procedures involved in calibration and you will also get access to a video tutorial for it here.

Advantageous Factors-

Apart from calibration, there are various features that prove the strategy of this procedure.

1. Search Calibration- This allows the user to search calibration listed under various statuses or campaigns. Click steps for a detailed description. These statuses include-
   1. Active
   2. Inactive
   3. Ended Calibration
2. View All Calibration- This functionality allows calibrators and master calibrators to view all of the calibrations and variances. The link illustrates how.
3. End Calibration- The access to this functionality is provided to specific calibrators. Once calibration of a form is done, the user with access can end the calibration. Click Here for more illustrations.

The Bottom Line-

Although there are various different software available for the evaluation process, calibration provides a practical and accurate solution for the BPO industry.