Title Page
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Customer Name
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Date and Time of Call
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Name of Call Representative
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Name of QA Specialist
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Evaluation Date and Time
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Evaluate the agent with the following categories:
Greeting
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Adhered to the greeting script
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Identified themselves to the customer
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Mentioned the correct company name
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Address customer by name
Account Verification
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Verified the customer’s year / make / model
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Accurately accessed the customer’s account with the information provided
Protocol Compliance
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Provided an accurate answer if the customer asked where the agent was located
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Documented important information in the notes of the call
Call Handling Skills
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Followed correct procedures for placing the customer on hold
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Followed correct procedures for transferring the call to closer
Call Center Etiquette
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Used the proper pronunciation of the customer’s name
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Maintained proper tone, pitch, volume and pace throughout the call
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Used courteous words and phrases
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Adapted their approach to providing service to the customer based on the customer’s unique needs, personality and issues
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Avoided long silences during the call
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Did not interrupt or talk over the customer
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Remained confident throughout the call
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Refrained from using complicated jargon
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Was friendly, polite and professional
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Used effective active listening skills
Script Compliance
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Maintained adherence to the script
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Adequately adapted their approach to interacting with the customer, within the scripts guidelines, when necessary
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Deviated from the script when necessary
Completion
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Observations / Recommendations
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Full Name and Signature of QA Specialist
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Full Name and Signature of Employee
