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.