Audit

Evaluate the agent with the following categories:

Greeting

Adhered to the greeting script

Identified themselves to the customer

Mentioned the company name

Stated that the call is being recorded

Asked for the customer’s name

Thanked the customer for calling

Offered assistance to the customer

Account Verification

Verified the customer’s account using the appropriate information (e.g., first and last name spelling, account number, credit card number, transaction number, social security number, amount of previous bill or purchase, etc.)

Accurately accessed the customer’s account with the information provided

Contact Information Confirmation

Asked for the caller to spell their name

Asked for the caller’s company name

Asked for the caller’s telephone number

Asked for the caller’s email address

Problem-Solving Abilities

Apologized for the issue, inconvenience or cost associated with the problem

Took ownership of the problem

Asked pertinent questions to accurately diagnose the problem

Requested the error code messages from the customer

Used appropriate resources to address the issue

Provided the most appropriate solution

Informed the customer of the estimated timeline to resolve their issue

Informed the customer of relevant supporting documentation to help resolve the issue

Provided a reference number to the customer after resolving their issue

Confirmed that the issue was resolved or the transaction was completed

Sufficiently addressed the customer’s issue

Protocol Compliance

Provided an accurate answer if the customer asked where the agent was located

Updated the customer’s contact information in the relevant business tools

Documented important information in the notes of the call

Received prior authorization when negotiating prices, offering discounts or giving refunds

Quoted the customer with the correct price for the product or service

Recommended the most appropriate product, service, or pricing plan

Leveraged upselling and cross-selling opportunities

Informed their colleagues of a new bug, issue, or product defect

Call Handling Skills

Followed correct procedures for placing the customer on hold

Followed correct procedures for transferring the call

Followed correct procedures for conferencing in a colleague

Followed correct procedures for escalating a call to their manager

Customer Service Quality

Used the customer's name throughout the call

Summarized the customer’s main points before troubleshooting or offering a solution

Received the caller’s permission to place them on hold before doing so

Limited the duration of hold time to an appropriate amount

Answered the customer’s question correctly

Transferred the call to a colleague when necessary

Conferenced in a colleague when appropriate

Adequately addressed the caller’s needs

Transferred the call to a manager when the customer requested for them to do so

Call Center Etiquette

Used the proper pronunciation of the customer’s name

Maintained proper tone, pitch, volume and pace throughout the call

Used courteous words and phrases

Adapted their approach to providing service to the customer based on the customer’s unique needs, personality and issues

Avoided long silences during the call

Did not interrupt or talk over the customer

Remained confident throughout the call

Refrained from using complicated jargon

Was friendly, polite and professional

Used effective active listening skills

Script Compliance

Maintained adherence to the script

Adequately adapted their approach to interacting with the customer, within the scripts guidelines, when necessary

Deviated from the script when necessary

Closure

Adhered to the call closure guidelines

Adhered to the call closure script

Set a follow-up appointment when necessary

Asked if the customer if they have any additional questions or issues before ending the call

Asked the customer if there is anything they can do to enhance the service they provide them

Thanked the customer for calling

Follow-up

Followed up with the customer within the agreed upon timeframe

Introduced themselves to the customer and the reason for their call

Adequately addressed the customer’s questions

Adequately resolved the customer’s issue, or provided a timeframe for resolution

Completion

Observations / Recommendations

Full Name and Signature of QA Specialist
Full Name and Signature of Employee