Title Page

  • Customer Name

  • Date and Time of Call

  • Name of Call Representative

  • Name of QA Specialist

  • Evaluation Date and Time


  • 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?

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.