SafetyCulture Staff

Call Monitoring Form

Use this Call Monitoring Form to help QA specialists evaluate call representative’s service interaction with the customer. This will help check if call representative’s language accuracy, comprehension, reasoning skills, and customer rapport were: Exceptional, Effective, Below average, or Needs improvement. Use SafetyCulture’s scoring feature to gain insights into how call representatives are performing over time. Determine frequently failed responses and know which to prioritize for action plans.

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Title Page

Customer Name
Date and Time of Call
Name of Call Representative
Name of QA Specialist
Evaluation Date and Time

Legend:

Exceptional - above average delivery and consistently demonstrated throughout the call
Effective - demonstrated during the call and at par with set standards
Below Average - demonstrated during the call but not aligned with set standards (coaching needed)
Needs Improvement - did not demonstrate during the call (coaching needed / consider retraining)

Language Accuracy

Grammar
Vocabulary
Speech/Pronunciation

Comprehension

Meaning
Active Listening/Paraphrasing
Tone

Reasoning Skills

Call Management
Problem Solving
Guiding the Customer

Customer Rapport

Courtesy and Professionalism
Communication Style
Initiative

Completion

Observations / Recommendations
Full Name and Signature of QA Specialist
Name of Call Representative

SafetyCulture Staff

Call Monitoring Form

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The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.