General Call Center Quality Assurance Form

• Company Name

• Lead Name

• Evaluation Date

  Date

• Name of SDR/BDR

Greeting/Opening

• Did the SDR greet the lead accordingly?

  Yes

  No

  N/A

Understanding the Customer's Need

• Did the SDR use probing questions to understand the lead's need?

  Yes

  No

  N/A

Solution Information

• Did the SDR offer the most appropriate solution to meet the customer's needs?

  Yes

  No

  N/A

• Did the SDR used the appropriate pain points ?

  Yes

  No

  N/A

• Did the SDR understood the challenges stated/not stated by the lead? More probbing?

  Yes

  No

  N/A

Solution

• Were there any solution given by the SDR?

  Yes

  No

  N/A

Closing

• Did the agent close the call in an appropriate manner?

  Yes

  No

  N/A

Use of Playbook and Notes

• Did the SDR use the playbook?

  Yes

  No

  N/A

• Did the SDR update notes?

  Yes

  No

  N/A

Feedback

• Yes

  No

  N/A

• Observations / Recommendations

• Full Name and Signature of Employee

  Sign