Call Center
The Hidden Cost of Uncalibrated QA
4 min readPublished May 21, 2026By Call Flow Team
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What "Uncalibrated" Actually Costs
- Disputed coaching — agents push back on scores they can prove are inconsistent
- Wasted supervisor hours — recalibration meetings that don't actually fix the rubric
- Compliance blind spots — only 2% of calls are sampled in most programs, so violations slip through
- Hiring decisions on bad data — promotions and PIPs anchored to scores no one trusts
The Fix
AI-assisted calibration scores every call against the same rubric, then lets your team tune the rubric instead of arguing over individual scores. For the full framework and how to roll it out:
Read the full guide: What is Call Calibration? →
