Call Quality Monitoring Form

• Campaign

• Evaluation Date and Time

  Date

• Date and Time of Call

  Date

• Name of Call Representative

• Name of QA Specialist

QA Checklist

• Was the phone answered after two rings or less?

  Yes

  No

  N/A

• ask the agent what happened

• If Voicemail, agent should be able to leave a message by stating the purpose of the call.

  Yes

  No

  N/A

• agent should be coached

• Did the agent use an appropriate greeting?

  Yes

  No

  N/A

• Did the agent identify himself or herself by name?

  Yes

  No

  N/A

• Was the agent'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 agent provide accurate information or refer the caller to an appropriate person? (Applicable if the name is on the sheet)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the agent thank the caller?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Did the agent use friendly and tactful words?

  Yes

  No

  N/A

• The agent did not accuse the customer of anything?

  Yes

  No

  N/A

• Did the agent provide any information in regards the qualification of the illness towards the person?

  Yes

  No

  N/A

• agent should be coached

• There was no distracting background noise on the agent'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