Glossary of Terms

Calibration Period

Definition of
Calibration Period

Calibration Period is a limited time process where a new task, group of tasks, or process is performed in a controlled environment with the goal of measuring i) resources, ii) workforce needed for the execution of the task in a long term engagement, iii) and the quality range expected from its output. It is normally performed in the context of the elaboration of an SLA (Service Level Agreement) between a vendor and a client, with the purpose of determining pricing, scope, duration, and resources allocated to a project or service. One of the standard outputs of a Calibration Period is the Average Handle Time (AHT) of a specific task, which is the average time, usually in seconds, taken by a trained specialist to perform the task.

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