Short answer: QA calibration means getting everyone who scores calls to score them the same way. With AI QA, you calibrate the AI to your form: give it 10-20 calls your team already scored, compare its scores to yours line by line, and tighten the form wording where they differ. OttoQA calibrates this way and reaches 96% accuracy against your team's scoring.
What is QA calibration in a call center?
Calibration is a session where supervisors and QA analysts score the same calls, compare results, and agree on what each form item means. The goal is fair, consistent scores, so an agent gets the same result no matter who reviews the call.
Why does AI call QA need calibration?
An AI scorer is only as good as the instructions it follows. "Showed empathy" can mean different things to different teams. Calibration teaches the AI how your team reads each question, so its scores match your standards instead of a generic one.
How do you calibrate AI scoring with your own QA form?
- Start with your current form. Keep your questions, weights, and auto-fail items.
- Pick 10-20 calls your team already scored. Include good, average, and poor calls.
- Let the AI score the same calls. Compare results item by item.
- Fix the gaps. Where scores differ, clarify the form wording or add examples of a pass and a fail.
- Re-score and confirm. Repeat until AI and team scores line up.
- Keep calibrating. Spot-check AI scores in your regular calibration sessions.
What are good QA calibration guidelines?
- Write each form item so two people would score it the same way.
- Define what a pass and a fail look like, with examples.
- Score calls independently first, then discuss.
- Track where scorers disagree most and rewrite those items first.
- Recalibrate when the form, script, or policy changes.
How long does it take to set up?
About 2 weeks. The one-time $1,000 covers setup and a 200 to 500 call proof of concept. There's no free trial, and you can choose a contract or month-to-month.
Does it work with my systems and languages?
Yes. OttoQA connects to any CCaaS or cloud CRM via API, including Zoom Contact Center, and works in any language.
Is my call data safe?
OttoQA is PCI compliant and signs HIPAA BAAs. SOC 2 is in process. Hosting is US-only, and your calls are never used for training.
Ready to calibrate AI QA to your form?
Book a 30-minute demo and bring your QA form.
Frequently asked questions
What is QA calibration in a call center?
Calibration is a session where supervisors and QA analysts score the same calls, compare results, and agree on what each form item means, so scores are fair and consistent.
How do you calibrate AI scoring with your own QA form?
Give the AI 10-20 calls your team already scored, compare its scores item by item, clarify form wording where they differ, and re-score until they line up. OttoQA reaches 96% accuracy this way.
How long does AI QA setup take?
About 2 weeks. The one-time $1,000 covers setup and a 200 to 500 call proof of concept.
Is call data safe with OttoQA?
OttoQA is PCI compliant, signs HIPAA BAAs, hosts in the US only, and never uses calls for training. SOC 2 is in process.
About the author
Tom Laird is the founder of OttoQA and CEO of Expivia, with about 30 years in contact centers. He hosts the Advice from a Call Center Geek podcast. Connect with Tom on LinkedIn.