What are call calibration sessions?

Call calibration sessions are meetings where team members review recorded calls to assess performance, ensure consistency in customer interactions, and align on best practices. During these sessions, supervisors and agents evaluate calls based on predefined criteria, providing feedback and identifying areas for improvement. The goal is to enhance the quality of customer service, maintain standards, and foster a cohesive understanding of expectations among team members. These sessions also serve as a platform for sharing insights and strategies that can lead to improved customer experiences.