This brief Call Quality Monitoring Form consists of 13 essential questions to evaluate how calls were handled. Observe if agents adhered with company policies and determine if agents were able to address customers’ needs with the appropriate tone of voice. Use SafetyCulture to document significant data and share QA reports with your QA team.
Scan this QR code to use this paper checklist on your smartphone or tablet or
visit
https://safetyculture.com/
Title Page
Customer Name
Date and Time of Call
Evaluation Date and Time
QA Checklist
Was the phone answered after two rings or less?
Did the employee use an appropriate greeting?
Did the employee identify himself or herself by name?
Was the employee's tone of voice pleasant and businesslike?
Was the call handled efficiently without being abrupt?
Did the employee provide accurate information or refer the caller to an appropriate person?
Did the employee use friendly and tactful words?
There was no distracting background noise on the employee's end during the call?
Completion
Observations / Recommendations
Full Name and Signature of QA Specialist
Full Name and Signature of Employee
ANDREA ITALIVIS LUNA OLIVERA
Call Quality Monitoring Form
This brief Call Quality Monitoring Form consists of 13 essential questions to evaluate how calls were handled. Observe if agents adhered with company policies and determine if agents were able to address customers’ needs with the appropriate tone of voice. Use SafetyCulture to document significant data and share QA reports with your QA team.
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.
