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General Call Center Quality Assurance Form
General Call Center Quality Assurance Form
Brittany Archila

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 SafetyCulture to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your SafetyCulture users to make sure the QA templates are standard across the board.

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Free General Call Center Quality Assurance Form Checklist

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Title Page

  • Homeowner Name

  • Date and Time of Call

  • Name of Call Representative

  • Name of QA Specialist

  • Evaluation Date and Time

Greeting/Introduction

  • Did the agent greet the customer and introduce themselves?

  • Did the agent confirm the address, email and phone number?

  • Did the agent say "All calls are recorded" (OUTBOUND)

Understanding the Homeowners Project

  • Did the agent demonstrate active listening?

  • Did the agent discuss the project with the homeowner?

  • Did the agent display good call control?

Key Ingredients

  • Did the agent follow AHO/OP Process?

  • Did the agent ask if this is their primary residence?

  • Did the agent ask about full frame?

  • Did the agent go over installation?

  • Did the agent ask about the house structure? (Single Family, Condo, Etc.)

  • Did the agent ask if they intend on selling?

  • Did the agent ask about construction or if the home was on the market?

  • Did the agent confirm that 60-90 minutes works for the homeowner?

Did Call Include

  • Did the agent offer the next available appointment?

  • Did the agent Recap the appointment date/time?

  • Did the agent ask if they were referred by a family/friend?

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

  • Did the agent use proper closing?

Enabled Plus

  • Was the data and notes entered correctly?

Completion

  • Training Opportunities

  • Red Flags On This Call?

  • Full Name and Signature of QA Specialist

General Call Center Quality Assurance Form
Brittany Archila

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 SafetyCulture to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your SafetyCulture users to make sure the QA templates are standard across the board.

Use this Template
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.

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