What is Call Calibration?

Call calibration is the process of getting evaluators to score the same interaction the same way. In a calibration session, multiple analysts score one call independently, then compare and discuss differences to align on standards.

Calibration matters because inconsistent scoring undermines the whole QA programme — agents lose trust, coaching points become arbitrary, and analytics become unreliable. Regular calibration keeps inter-rater agreement high.

QUALICORE supports calibration with an evaluator-drift algorithm that compares each analyst’s scoring against the difficulty-adjusted peer average on the same scorecards, surfacing leniency or harshness before it skews results.