General Call Center Quality Assurance Form

• Telephone Call Audit

• Date and Time of Call

  Date

• Name of Wellness Centre Officer

• Name of QA Specialist

• Evaluation Date and Time

  Date

Greeting

• Used the correct greeting according to the protocol.

  Yes

  No

  N/A

Understanding the purpose of the call

• Understood the purpose of the call to the Wellness Centre.

  Yes

  No

  N/A

Action phase

• Gathered and confirmed the important details.

  Yes

  No

  N/A

• Following the receipt of the details provided, did the Wellness Centre Officer navigate smoothly to the correct platform?

  Yes

  No

  N/A

• Entered details correctly.

  Yes

  No

  N/A

• Followed the correct procedures.

  Yes

  No

  N/A

• Used appropriate resources to address the issue.

  Yes

  No

  N/A

• Documented important information in the notes of the call.

  Yes

  No

  N/A

• Followed correct procedures for escalating a call.

  Yes

  No

  N/A

Problem-Solving Abilities

• Took ownership of the call/problem.

  Yes

  No

  N/A

• Asked pertinent questions to accurately diagnose the problem.

  Yes

  No

  N/A

• Used appropriate resources to address the issue.

  Yes

  No

  N/A

• Confirmed that the issue was resolved or the intervention was completed.

  Yes

  No

  N/A

• Sufficiently addressed the issue.

  Yes

  No

  N/A

Protocol Compliance

• Updated the information in the relevant business tools.

  Yes

  No

  N/A

• Documented important information in the notes of the call/record.

  Yes

  No

  N/A

Customer Service

• Displayed a professional manner throughout the call.

  Yes

  No

  N/A

• Adhered to the relevant script(s).

  Yes

  No

  N/A

• Completed all necessary calls within the optimum call time while ensuring all processes/procedures were adhered to.

  Yes

  No

  N/A

• Maintained proper tone, pitch, volume and pace throughout the call.

  Yes

  No

  N/A

• Remained confident throughout the call.

  Yes

  No

  N/A

• Was friendly, polite and professional.

  Yes

  No

  N/A

• Used effective active listening skills.

  Yes

  No

  N/A

Script Compliance

• Maintained adherence to the script.

  Yes

  No

  N/A

• Adequately adapted their approach to interacting with the caller, within the scripts guidelines and approved dialogue, when necessary.

  Yes

  No

  N/A

• Deviated from the script when necessary.

  Yes

  No

  N/A

Closure

• Adhered to the call closure guidelines.

  Yes

  No

  N/A

• Adhered to the call closure script.

  Yes

  No

  N/A

• Thanked the caller for calling.

  Yes

  No

  N/A

Completion

• Observations / Recommendations

• Full Name and Signature of QA Specialist

  Sign

• Full Name and Signature of Employee

  Sign