General Call Center Quality Assurance Form Checklist
Use this General Call Center Quality Assurance Form to help evaluate calls and observe if representatives followed standard call protocols. This will help check if call representatives understand customer concern and offer the most appropriate solution. The form also covers the end call behavior of call representatives. Conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. Use iAuditor to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your iAuditor users to make sure the QA templates are standard across the board.
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Audit
Greeting
Did the agent greet the customer according to the protocol?
Understanding the Customer's Need
Did the agent use probing questions to understand the customer's need?
Solution Information
Did the agent offer the most appropriate solution to meet the customer's needs?
Did the agent answer customer questions correctly?
Did the agent provide options to the customer (if applicable)?
Did the agent provide other resources (if applicable)?
Customer Service
Did the agent follow the correct procedures for transferring a call (if applicable)?
Did the agent use empathetic listening skills?
Did the agent display a professional manner throughout the call?
Did the agent complete the call within the optimum call time while ensuring a positive experience for customer?
End call
Did the agent offer further assistance at the end of the call?
Did the agent close the call in an appropriate manner?
Completion
Observations / Recommendations
Full Name and Signature of QA Specialist
Full Name and Signature of Employee
SafetyCulture Staff
General Call Center Quality Assurance Form
Use this General Call Center Quality Assurance Form to help evaluate calls and observe if representatives followed standard call protocols. This will help check if call representatives understand customer concern and offer the most appropriate solution. The form also covers the end call behavior of call representatives. Conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. Use iAuditor to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your iAuditor users to make sure the QA templates are standard across the board.
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Please note that this checklist is a hypothetical example and provides basic information only. It is not intended
to
take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or
treatment;
or other applicable laws. You should also seek your own professional advice to determine if the use of such
checklist is
permissible in your workplace or jurisdiction.
