Title Page

  • Customer Name

  • Date and Time of Call

  • Name of Call Representative

  • Name of QA Specialist

  • Evaluation Date and Time

  • Evaluate the agent with the following categories:


  • 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


  • 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


  • 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


  • Observations / Recommendations

  • Full Name and Signature of QA Specialist

  • Full Name and Signature of Employee

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.