PNC MNL Call Calibration

PNC Manila Call calibration ensures that agents are measured by consistent standards. It is the process
of minimizing variances when evaluating performance criteria of Foundever employees. This measure
achieves a more consistent rating—ideally a variance of no more than 5%—regardless of the number of
persons grading a call.

I. Document Information and Maintenance

I.I Document Information

II. Introduction

II.I Purpose

One of the key strategies to providing a consistent customer experience in the call center is to host regular
call calibrations. What is a call calibration? A call calibration is a meeting between call center agents,
supervisors, training team and quality team to rate and discuss customer service calls. Call calibration is
an important strategy to ensure Managers, Supervisors and QA teams can effectively evaluate agent
performance and improve customer service. This is recommended to ensure that service organizations
are scoring key behaviors for success.

II.II Objectives

➢ Ensure different parties are rating consistently and objectively across channels Call calibration helps
us maintain consistency across all channels.

➢ Ensure everyone has a common understanding of ratings: Every employee must have the same
understanding of the strategic goals of the corporation and services of the business. This ensures everyone
is using the guidelines the same way and everyone in the organization has knowledge of the guidelines
and what should be encouraged from a training perspective.

➢ Reveals areas within the guidelines that need refinement: Quality Monitoring allows the parties to
align and have a better understanding of the behaviors that can drive metric improvements for the
organization’s goals.

➢ Coaching improvements: The calibration session is the appropriate time to address those issues and
ensure all agents understand the correct procedures and policies for a successful customer service call.

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PNC MNL Call Calibration

II.III Goals

The goal is to ensure consistency in evaluating agent performance, aligning standards, and enhancing the
accuracy of quality assurance measures.

Accuracy rate will be determined by the difference between the Quality Team’s result and the actual
result of Training and Operation’s evaluation.

The error rate is the percentage value of the difference of the Quality Team’s result and the actual result
of Training and Operation’s evaluation, divided by the overall score.

The acceptable variance is 5% which is equivalent to 0.25 in the QA Form.

III. Definition of Terms

• MS form - Business tool that allows you to easily create forms and collect real-time responses
from collaborators and colleagues.
• WBS -Work Breakdown Structure – A project management tool that takes a step-by-step
approach to complete large projects with several moving pieces.
• Short Form – Form used in grading agents in Production/live.
• CXI – Customer Service Index
• NPS – Net Promoter Score
• Detractor - In the Net Promoter Score (NPS) framework, a detractor is a customer who expresses
significant dissatisfaction with your product or service
• SPOC – Specific Point of Contact

IV. Process Flow –Monthly Calibration Governance Framework

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PNC MNL Call Calibration

WBS Action Step/ Task Owner Timing/Frequency

1 IDENTIFICATION: QA Quality Team Once a month – the call
Team to identify one interaction must be
interaction to be used identified on or before
in the Calibration the first Thursday of the
meeting, call must be month.
picked from the
Detractors – a call that
highlights important
points for discussion
2 COMMUNICATION: Quality Team The Meeting invite
(Meeting invite) should be sent on the
Send out email first Friday of the
communication to the month. Calibration day
Support team, cc will be Third
leadership team Wednesday of the
Communication month.
includes the call that is
going to be used for
Calibration, the MS
form link where the
entries should be
loaded, deadline of
submission of
entries.
3 TRACKING: AMs and SPOC All entries should be in
Training Lead, Quality by EOD of the second
Manager to track the Friday of the month.
completion of entries of
the Support team and
to ensure that everyone
complies, the entries
will serve as everyone’s
attendance.
4 CALIBRATION: Quality ALL Once a month – Every
Team, Training, and Third Wednesday of the
Operations to meet and month, Short Form will
listen to the selected be used in grading the
interaction, discussed interaction
grading parameters,
and compare their
scores. Discuss audit
discrepancies, answer

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PNC MNL Call Calibration

inquiries, and calibrate

each other.

The Quality Team’s

audit will be the source
of truth as the Quality
team will meet with the
client ahead of the
calibration to discuss
the findings and to
calibrate the final score.
5 ANALYSIS: Final notes Quality Team Third Friday of the
and Calibration details month
to be shared by the
Quality Team via email.

V. Accountability Matrix

Action/Steps Owner Accountable Expected Output

Selection of Call Quality Supervisor/ Quality Team Selected Interaction
Interaction Manager from the Detractors
Sending of Email Quality Quality Team Meeting Invite/ Details
Communication Supervisor/Manager
Tracking of Calibration SPOC Training, Quality and Calibration Entries
Entries Operations submitted before
deadline
Calibration Reporting/ Quality Supervisor/ Quality Team Calibration Report
Analysis Manager

SPOC -Specific Point of Contact

Quality Team: Jhonloyd De Torres - jhonloyd.detorres@foundever.com

Training Team: Joan Marie Yambing - joanmarie.yambing@foundever.com

Operations – CARDS: Graham Lazarte - graham.lazarte@foundever.com

Core Services: Michael De Ocampo - michael.deocampo@foundever.com

BOSC: Sciolistzel Victoriano - sciolistzel.victoriano@sykes.com

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PNC MNL Call Calibration

VI. Remediation Process for Non-Calibration

The remediation process for non-calibration involves specific steps tailored to address issues related to
the calibration of the team/ leaders and their adherence to quality standards.

Identification of Teams/Leaders:

• Review call monitoring data and quality assurance reports to identify teams whose performance
deviates from established quality standards.
• Identify specific areas where agents may not be calibrated, such as adherence to call scripts,
compliance with regulatory requirements, customer service skills, or technical proficiency.

Assessment of Impact:

• Evaluate the potential impact of non-calibrated agents on customer satisfaction, service quality,
compliance, and overall business performance.
• Determine the severity of the deviation and its potential consequences for the organization.

Documentation and Reporting:

• Document the details of non-calibrated teams/leaders, including their performance metrics,

quality scores, areas of improvement, and any associated findings or observations.
• Report the non-conformance to appropriate stakeholders, such as quality assurance managers,
account managers, and training manager.

Root Cause Analysis (RCA):

• Conduct a root cause analysis to identify the underlying reasons for the non-calibration of
teams/leaders.
• Determine whether the non-conformance was due to inadequate training, lack of supervision,
performance management issues, or other factors.

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PNC MNL Call Calibration

Corrective Action Plan (CAP):

• Develop a corrective action plan to address the root causes identified during the RCA.
• Define specific actions, responsibilities, timelines, and resources required to rectify the non-
calibration issues for agents.

Immediate Actions:

• Take immediate actions to mitigate any potential risks or impacts associated with non-calibrated
teams/leaders.
• Provide additional training, coaching, or support to teams/leaders who require remediation.

Recalibration and Training:

• Provide leaders with clear guidance, resources, and feedback to help them improve their
performance and align with quality standards.

Monitoring and Feedback

• Monitor the performance of recalibrated leaders closely through, quality evaluations,

performance reviews and next calibration meeting.
• Provide regular feedback to leaders to reinforce positive behaviors, address areas of
improvement, and track progress over time.

Documentation of Remediation Activities

• Document all remediation activities, including corrective actions taken, training records,
performance improvement plans, and feedback provided to leaders.
• Maintain accurate and complete records for compliance, audit, and performance management
purposes

VI. Calibration Link

https://forms.office.com/e/6RDFUmqbWD

The Calibration form also includes the fields for Level 1 to Level 3 Root Cause for Detractor to target the
NPS and CXI opportunities.

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PNC MNL Call Calibration

VII. Impact and Overall Utilization

1. Internal Impact

a. Increased LOB scores in Quality, NPS/CXI.

b. Targeted coaching and action plans for identified opportunities.

c. Measure and Gauge support understanding and knowledge of the process

Foundever, Manila – For Internal Circulation Only