Call calibration is a session where several reviewers score the same recorded customer call against the same QA scorecard, then compare results to make sure everyone applies the scoring criteria the same way. It's about aligning how calls get evaluated, not about coaching agents on how to handle the call.‍

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Why it matters

Even with a detailed scorecard, two reviewers can hear the same call and score it differently, one weighing a flat tone heavily while the other barely notices it. Without calibration, an agent's score depends partly on which reviewer graded the call, which is unfair to the agent and quietly corrupts any quality trend the team is tracking. The problem grows as the review team gets bigger, since more reviewers scoring independently means more room for quiet drift.

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‍How a session runs

‍A small set of recorded calls, including a few ambiguous ones, gets picked. Each reviewer scores them independently, without seeing anyone else's scores, then the group compares and discusses any call where scores differed widely. Disagreements get settled against the scorecard's actual criteria, not by majority vote or gut feeling, and any clarification to the scorecard gets written down so the same disagreement doesn't return.