Call Monitoring Form

• Ticket #

Call Monitoring

• Agent Name

• Conducted on

  Date

• Prepared by

• Location
  Address

Greeting

• Did Agent greet the customer according to the protocol?

  Yes

  No

  N/A

Understanding the Customer's Need

• Did the agent use probing questions to understand the customer's need?

  Yes

  No

  N/A

Solution Information

• Did the agent offer the most appropriate solution to meet the customer's need?

  Yes

  No

  N/A

• Did the agent answer customer questions correctly?

  Yes

  No

  N/A

• Did the agent provide options to the customer (if applicable)?

  Yes

  No

  N/A

• Did the agent provide other resources (if applicable)?

  Yes

  No

  N/A

Customer Service

• Did the agent follow the correct procedures for transferring a call (if applicable)?

  Yes

  No

  N/A

• Did the agent use empathetic listening skills?

  Yes

  No

  N/A

• Did the agent display a professional Manner throughout the call?

  Yes

  No

  N/A

• Did the agent complete the call within the Optimum call time while ensuring a positive experience for customer?

  Yes

  No

  N/A

End Call

• Did the agent offer further assistance at the end of the call?

  Yes

  No

  N/A

• Did the agent close the call in an appropriate manner

  Yes

  No

  N/A

Completion

• Comments

• Supervisor Signature

• Agents Signature

  Sign