Comprehensive Sample Call Center Quality Monitoring Form

• Customer Name

• Date and Time of Call

  Date

• Name of Call Representative

• Name of QA Specialist

• Evaluation Date and Time

  Date

• Evaluate the agent with the following categories:

Greeting

• Adhered to the greeting script

  Yes

  No

  N/A

• Identified themselves to the customer

  Yes

  No

  N/A

• Mentioned the company name

  Yes

  No

  N/A

• Stated that the call is being recorded

  Yes

  No

  N/A

• Asked for the customer’s name

  Yes

  No

  N/A

• Thanked the customer for calling

  Yes

  No

  N/A

• Offered assistance to the customer

  Yes

  No

  N/A

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.)

  Yes

  No

  N/A

• Accurately accessed the customer’s account with the information provided

  Yes

  No

  N/A

Contact Information Confirmation

• Asked for the caller to spell their name

  Yes

  No

  N/A

• Asked for the caller’s company name

  Yes

  No

  N/A

• Asked for the caller’s telephone number

  Yes

  No

  N/A

• Asked for the caller’s email address

  Yes

  No

  N/A

Problem-Solving Abilities

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

  Yes

  No

  N/A

• Took ownership of the problem

  Yes

  No

  N/A

• Asked pertinent questions to accurately diagnose the problem

  Yes

  No

  N/A

• Requested the error code messages from the customer

  Yes

  No

  N/A

• Used appropriate resources to address the issue

  Yes

  No

  N/A

• Provided the most appropriate solution

  Yes

  No

  N/A

• Informed the customer of the estimated timeline to resolve their issue

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Provided a reference number to the customer after resolving their issue

  Yes

  No

  N/A

• Confirmed that the issue was resolved or the transaction was completed

  Yes

  No

  N/A

• Sufficiently addressed the customer’s issue

  Yes

  No

  N/A

Protocol Compliance

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Documented important information in the notes of the call

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Recommended the most appropriate product, service, or pricing plan

  Yes

  No

  N/A

• Leveraged upselling and cross-selling opportunities

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Call Handling Skills

• Followed correct procedures for placing the customer on hold

  Yes

  No

  N/A

• Followed correct procedures for transferring the call

  Yes

  No

  N/A

• Followed correct procedures for conferencing in a colleague

  Yes

  No

  N/A

• Followed correct procedures for escalating a call to their manager

  Yes

  No

  N/A

Customer Service Quality

• Used the customer's name throughout the call

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Limited the duration of hold time to an appropriate amount

  Yes

  No

  N/A

• Answered the customer’s question correctly

  Yes

  No

  N/A

• Transferred the call to a colleague when necessary

  Yes

  No

  N/A

• Conferenced in a colleague when appropriate

  Yes

  No

  N/A

• Adequately addressed the caller’s needs

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Call Center Etiquette

• Used the proper pronunciation of the customer’s name

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Used courteous words and phrases

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Avoided long silences during the call

  Yes

  No

  N/A

• Did not interrupt or talk over the customer

  Yes

  No

  N/A

• Remained confident throughout the call

  Yes

  No

  N/A

• Refrained from using complicated jargon

  Yes

  No

  N/A

• Was friendly, polite and professional

  Yes

  No

  N/A

• Used effective active listening skills

  Yes

  No

  N/A

Script Compliance

• Maintained adherence to the script

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Deviated from the script when necessary

  Yes

  No

  N/A

Closure

• Adhered to the call closure guidelines

  Yes

  No

  N/A

• Adhered to the call closure script

  Yes

  No

  N/A

• Set a follow-up appointment when necessary

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Thanked the customer for calling

  Yes

  No

  N/A

Follow-up

• Followed up with the customer within the agreed upon timeframe

  Yes

  No

  N/A

• Introduced themselves to the customer and the reason for their call

  Yes

  No

  N/A

• Adequately addressed the customer’s questions

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Completion

• Observations / Recommendations

• Full Name and Signature of QA Specialist

  Sign

• Full Name and Signature of Employee

  Sign