Call Quality Monitoring Form

• Customer Name

• Date and Time of Call

  Date

• Name of Call Representative

• Name of QA Specialist

• Evaluation Date and Time

  Date

QA Checklist

• Was the phone answered after two rings or less?

  Yes

  No

  N/A

• Did the employee use an appropriate greeting?

  Yes

  No

  N/A

• Did the employee identify himself or herself by name?

  Yes

  No

  N/A

• Was the employee's tone of voice pleasant and businesslike?

  Yes

  No

  N/A

• Was the call handled efficiently without being abrupt?

  Yes

  No

  N/A

• Did the employee provide accurate information or refer the caller to an appropriate person?

  Yes

  No

  N/A

• Did the employee reflect the best image for the company?

  Yes

  No

  N/A

• Did the employee thank the caller?

  Yes

  No

  N/A

• Did the employee make prudent use of putting the caller on hold if it was necessary to do so?

  Yes

  No

  N/A

• Did the employee use friendly and tactful words?

  Yes

  No

  N/A

• The employee did not accuse the customer of anything?

  Yes

  No

  N/A

• The employee did not fumble when transferring the call if making a transfer was necessary?

  Yes

  No

  N/A

• There was no distracting background noise on the employee's end during the call?

  Yes

  No

  N/A

Completion

• Observations / Recommendations

• Full Name and Signature of QA Specialist

  Sign

• Full Name and Signature of Employee

  Sign