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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Title Page
Name of Call Representative
Date and Time of Call
Name of QA Specialist
Call performance
Did the agent greet the customer according to the protocol?
Did the agent use probing questions to understand the customer's need?
Did the agent answer customer questions correctly?
Did the agent use empathetic listening skills?
Did the agent display a professional manner throughout the call?
Did the agent offer further assistance at the end of the call?
Did the agent close the call in an appropriate manner?
Arthur SMith
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.
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.
