General Call Center Quality Assurance Form Checklist

Download this checklist

Print as pdf

SafetyCulture Staff

1,787 Downloads

Download this checklist

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.

app-store-download

play-store-download

GO DIGITAL TODAY
Convert your paper checklists into digital forms

Scan this QR code to use this paper checklist on your smartphone or tablet. Visit www.iauditor.com

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

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.