Call Quality Monitoring Form

• Customer Name

• Date and Time of Call

  Date

• Staff Name

• Evaluation Date and Time

  Date

QA Checklist

• Was the phone answered after three 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 use friendly and tactful words?

  Yes

  No

  N/A

File Quality

• Does the file notes contain outbound / inbound and DPA confirmation?

  Yes

  No

  N/A

• Does the file notes specify the caller? i.e Customer, Subcontractor, Client etc

  Yes

  No

  N/A

• Does the file notes contain a detailed description of the query and context of the call?

  Yes

  No

  N/A

• Does the file notes contain a detailed description of what has been discussed, requested and agreed with the caller? Is there a rationale where relevant?

  Yes

  No

  N/A

• Does the notes include a follow up action and has this been set up on the system?

  Yes

  No

  N/A

Completion

• Full Name and Signature of Auditor

  Sign

• Full Name and Signature of Employee

  Sign

• Observations / Recommendations