Title Page

  • Customer Name

  • Date and Time of Call

  • Name of Call Representative

  • Name of QA Specialist

  • Evaluation Date and Time

Greeting

  • Did the co-ord greet the customer according to the protocol?

Understanding the Customer's Need

  • Did the co-ord use probing questions to understand the customer's need?

Solution Information

  • Did the co-ord offer the most appropriate solution to meet the customer's needs?

  • Did the co-ord answer customer questions correctly?

  • Did the co-ord provide options to the customer (if applicable)?

  • Did the co-ord provide other resources (if applicable)?

Customer Service

  • Did the co-ord make prudent use of putting the customer on hold if it was necessary to do so?

  • Did the co-ord follow the correct procedures for transferring a call (if applicable)?

  • Did the co-ord use empathetic listening skills?

  • Did the co-ord display a professional manner throughout the call?

  • Did the co-ord complete the call within the optimum call time while ensuring a positive experience for customer?

End call

  • Did the co-ord offer further assistance at the end of the call?

  • Did the co-ord close the call in an appropriate manner?

Completion

  • Observations / Recommendations

  • Full Name and Signature of QA Specialist

  • Full Name and Signature of Employee

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.