Devoted to the call center industry, the agents on the phones, and their managers

Calibrations are at the heart of any call quality program.  Making sure that everyone who scores calls is in tune with the accepted scoring standard is crucial to the validity of the endeavor. 

If the people who score calls are not in agreement regarding best practices, then the entire program has little value.  Calibrations should be done at least weekly, and must involve every person who scores calls, regarldess of title.