Calibrating a Disputed Empathy Score

A disputed empathy score is an invitation to calibrate the rubric. Quality managers should review the complete interaction and explain how empathy is evaluated separately from policy compliance or resolution.

Supervisor Maren says, “The agent did everything required. This score will hurt morale.” Quality manager Ivo replies, “Let us listen to the full call together. The rubric scores resolution and empathy as separate behaviors. What did you hear in the agent’s response after the customer described the impact?” Maren admits she only heard the first minute. Ivo says, “At 4:10, the agent gave the required policy answer without acknowledging the customer’s concern. We can discuss a sentence that recognizes the impact while keeping the policy unchanged.” Maren asks, “Are you saying the agent failed?” Ivo answers, “The score identifies one coaching opportunity. We can use the recording and rubric to make the expectation understandable.”

Bring the rubric definition and a timestamp to the conversation. Ask the supervisor what evidence would change their view. That makes calibration a shared review instead of a debate about authority.

Afterward, have the supervisor draft a coaching prompt based on the recorded moment. Review it for clarity and respect. A later sample can show whether the agent now adds an appropriate acknowledgment during similar calls.