General Call Center Quality Assurance Form

• Customer Name

• 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 properly?

  Yes

  No

  N/A

• Did the agent advertise company name?

  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

• Did the agent ask the customer what location they visit?

  Yes

  No

  N/A

Solution/ Cancellation

• Did the agent offer the approved retention plan?

  Yes

  No

  N/A

• Did the agent rebuttal (if applicable)?

  Yes

  No

  N/A

• Did the agent educate the customer on additional features or benefits?

  Yes

  No

  N/A

Transaction

• Did the agent process the transaction properly?

  Yes

  No

  N/A

• Did the agent advise the customer of how long they can wash until (if applicable)?

  Yes

  No

  N/A

• Did the agent advise the customer of any upcoming charges?

  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 address the customer by name?

  Yes

  No

  N/A

• Did the agent have any silence or dead air throughout the call?

  Yes

  No

  N/A

• Did the agent add the customers email address or update the phone number (if applicable)?

  Yes

  No

  N/A

• Did the agent answer all the questions asked?

  Yes

  No

  N/A

• Did the agent use a professional uplifting tone? *Smile while talking*

  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 thank the customer for calling Rocket Carwash?

  Yes

  No

  N/A

Completion

• Observations / Recommendations

• Full Name and Signature of QA Specialist

  Sign

• Full Name and Signature of Employee

  Sign