Title Page
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Customer Name
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Date and Time of Call
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Name of Call Representative
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Name of QA Specialist
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Evaluation Date and Time
Greeting
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Did the agent greet the customer according to the protocol?
Understanding the Customer's Need
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Did the agent use probing questions to understand the customer's need?
Solution Information
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Did the agent offer the most appropriate solution to meet the customer's needs?
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Did the agent answer customer questions correctly?
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Did the agent provide options to the customer (if applicable)?
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Did the agent provide other resources (if applicable)?
Customer Service
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Did the agent follow the correct procedures for transferring a call (if applicable)?
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Did the agent use empathetic listening skills?
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Did the agent display a professional manner throughout the call?
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Did the agent complete the call within the optimum call time while ensuring a positive experience for customer?
End call
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Did the agent offer further assistance at the end of the call?
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Did the agent close the call in an appropriate manner?
Completion
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Observations / Recommendations
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Full Name and Signature of QA Specialist
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Full Name and Signature of Employee