Patent ID: 7783513

Claim:
A method for providing calibrated evaluations of agent performance, wherein all steps are performed by a computer, comprising: providing interactions between an agent employed by a business and a customer of the business to analysts for assigning scores to a performance of the agent during one of the interactions, wherein at least one of the interactions is commonly provided to the analysts; analyzing the performance scores provided by the analysts and determining for each analyst, a total performance score for the commonly-provided interaction via a scoring algorithm; comparing each of the total performance scores associated with the analysts with a standard score determined by another employee of the business to identify a deviation between each of the total performance scores; providing feedback to each of the analysts, the feedback comprising that analyst's deviation from the standard score; adjusting for one or more analysts, a scoring criteria in response to the feedback based on the associated deviation, comprising: if the deviation associated with at least one of the analysts is not within an acceptable range of deviation then repeat the providing, analyzing, and comparing steps for that analyst; and if the deviation associated with one or more of the analysts is within the acceptable range then the at least one or more analysts are considered calibrated analysts; randomly sampling the provided interactions for distributing to the calibrated analysts, wherein the interactions occur in a first geographical area and the interactions are analyzed in a second geographical area by the calibrated analysts to produce a calibrated performance score based on a determination of the performance rendered by the agent to the at least one customer; sending the calibrated performance score to the business and transmitting input from the business, wherein the input is based on feedback generated by the agent in response to the calibrated performance score; recalculating the standard score based on the input from the business as a recalculated standard score, comprising: if the deviations associated with one or more of the analysts are not within an acceptable range of deviation from the recalculated standard score then repeating the providing, analyzing, and comparing steps; if the deviations associated with one or more of the analysts are within the acceptable range of deviation from the recalculated score, then the one or more analysts are considered recalibrated analysts.