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Playground / QGame Frames / E-Calibration
   Overview

A call center with 7000 telephone service reps must ensure consistent call quality. A large consulting firm with 2000 consultants and account managers must ensure consistent account planning quality. A large technology firm with 1000 programmers must ensure consistent adherence to rigorous coding standards.

For managers of large workforces, one of the greatest challenges is developing consistent, effective work-related

Practices
Behaviors
Knowledge
Skill sets

We call this the workforce “Calibration” challenge.

eCalibration is a tool for creating such consistency. In this frame game, learners go through an iterative action learning process that involves the following steps:

1. Execute the Task: This could be any kind of task that others can observe in person or view online. Examples might include:
    Completing an actual digitally-recorded customer service phone call.
    Developing a strategic plan.
    Creating a sales presentation.
    Running a project meeting.
2. Expert Review: An individual subject matter expert (SME) would review the task or the task deliverable and complete an online evaluation form.
3. Peer Review: Up to 5 peers would review the task or deliverable and complete the same online evaluation form the SME completed. Their instructions would be to complete the evaluation the way they think the SME would have completed it. Once they have completed their review, they would be able to see the Expert Review and they would be scored on how close their evaluation was to the expert’s.
4. Learner Review: When the peers have completed their evaluations, the Learner would review their own task or deliverable and complete the same online evaluation form that the Peers and SME completed. As with the Peers, the Learner’s instructions would be to complete the evaluation the way they think the SME would have completed it. Once they have completed their review, they would be able to see the Expert Review and they would be scored on how close their evaluation was to the SME’s.

The learner or peers with the highest scores (greatest alignment with experts) would rise to the top of the Hall of Fame and Hall of Champions for reward or recognition. Monthly repetition of this competition leads to a deeply ingrained understanding of what success looks like for each designated task from the perspective of the SME. Participants learn both from being the player as well as being the peer. And the most successful evaluators step up to become SME’s.

In addition, Management can review a variety of reports to see which individuals, teams, regions, departments have achieved the highest levels of “Calibration” in specified skill sets.

eCalibration is a fun, effective frames for internalizing a consistent set of behaviors, best-practices or strategies across a large population.

 Overview

Learning Objectives Example
 Align a population of performers with the
  behaviors, practices, or quality standards of a
  subject matter expert
Call center employees compete to evaluate
  each others digitally recorded phone calls to
  see who can come closest to the designated
  SME’s evaluation.

Choose a Game

To see an example of an eCalibration game, choose a game below.

Soft Skill Training Technical Training Fun & Trivia
This game is under construction. This game is under construction. This game is under construction.
This game is under construction. This game is under construction. This game is under construction.

For more information on this and other games, see our Game Comparison Matrix.
For more game types, visit Game Types. For more samples of our games see
Game Topics or All Games.


 
 
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  QGames require the Macromedia Flash Player Version 7 plug-in or later. If you do not have this plug-in, you can download it from Macromedia.  
   
  To learn more about QBI's eLearning authoring systems, contact us.  
     
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