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 concerns and offer the most appropriate solution. The form also covers the end-call behavior of call representatives. Conclude the evaluation by providing observations and recommendations on how representatives can improve the quality of service. Use SafetyCulture to generate and capture data reports 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
Homeowner Name
Date and Time of Call
Name of Call Representative
Name of QA Specialist
Evaluation Date and Time
Greeting/Introduction
Did the agent greet the customer and introduce themselves?
Did the agent confirm the address, email and phone number?
Did the agent say "All calls are recorded" (OUTBOUND)
Understanding the Homeowners Project
Did the agent demonstrate active listening?
Did the agent discuss the project with the homeowner?
Did the agent display good call control?
Key Ingredients
Did the agent follow AHO/OP Process?
Did the agent ask if this is their primary residence?
Did the agent ask about full frame?
Did the agent go over installation?
Did the agent ask about the house structure? (Single Family, Condo, Etc.)
Did the agent ask if they intend on selling?
Did the agent ask about construction or if the home was on the market?
Did the agent confirm that 60-90 minutes works for the homeowner?
Did Call Include
Did the agent offer the next available appointment?
Did the agent Recap the appointment date/time?
Did the agent ask if they were referred by a family/friend?
Did the agent offer further assistance at the end of the call?
Did the agent use proper closing?
Enabled Plus
Was the data and notes entered correctly?
Completion
Training Opportunities
Red Flags On This Call?
Full Name and Signature of QA Specialist
Brittany Archila
RBA 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 concerns and offer the most appropriate solution. The form also covers the end-call behavior of call representatives. Conclude the evaluation by providing observations and recommendations on how representatives can improve the quality of service. Use SafetyCulture to generate and capture data reports 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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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.
