General Call Center Quality Assurance Form

• Kapsch Traffic Com

• Date and Time of Call

  Date

• Name of Call Representative

• Name of QA Specialist

• Evaluation Date and Time

  Date

Greeting

• Did the agent greet the customer according to the protocol?

  Yes

  No

  N/A

Understanding the Customer's Need

• Did the agent use probing questions to understand the customer's need?

  Yes

  No

  N/A

Solution Information

• Did the agent offer the most appropriate solution to meet the customer's needs?

  Yes

  No

  N/A

• Did the agent answer customer questions correctly?

  Yes

  No

  N/A

• Did the agent provide options to the customer (if applicable)?

  Yes

  No

  N/A

• Did the agent provide other resources (if applicable)?

  Yes

  No

  N/A

Customer Service

• Did the agent follow the correct procedures for transferring a call (if applicable)?

  Yes

  No

  N/A

• Did the agent use empathetic listening skills?

  Yes

  No

  N/A

• Did the agent display a professional manner throughout the call?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

End call

• Did the agent offer further assistance at the end of the call?

  Yes

  No

  N/A

• Did the agent close the call in an appropriate manner?

  Yes

  No

  N/A

Completion

• Observations / Recommendations

• Full Name and Signature of QA Specialist

  Sign

• Full Name and Signature of Employee

  Sign