Source - Klinik Call Center Audit Form

• Customer Name

• Date and Time of Call

  Date

• Name of Call Center Agent

• Name of QA Specialist

• Evaluation Date and Time

  Date

Greeting & Professionalism

• Did the agent answered on the third ring?

  Yes

  No

  N/A

• Did the agent provide a courteous and professional greeting?

  Good

  Fair

  Poor

  N/A

• Was the customer's name & title used correctly?

  Yes

  No

  N/A

• Did the agent mentioned the Klinik name and identified himself properly?

  Yes

  No

  N/A

Communication Skills

• Was the agent clear and easy to understand, using appropriate pace, tone, and volume for the caller?

  Good

  Fair

  Poor

  N/A

• Did the agent show empathy and willingness to help, and was polite and professional throughout the call?

  Yes

  No

  N/A

• Did the agent demonstrate active listening, and ask probing questions?

  Yes

  No

  N/A

• Did the agent avoid long silences, and not interrupt or talk over the caller?

  Yes

  No

  N/A

• Did the agent use the customer's name & title throughout the call?

  Yes

  No

  N/A

Responsiveness & Efficiency

• Was the call answered promptly?

  Yes

  No

  N/A

• Did the agent address the customer's concerns in a timely manner?

  Good

  Fair

  Poor

  N/A

• Did agent summarize callers need before proceeding?

  Yes

  No

  N/A

• Was hold time minimized, and if placed on hold, was the patient informed about the wait time?

  Yes

  No

  N/A

Problem Solving & Resolution

• Was the agent able to identify the patient's problem accurately?

  Good

  Fair

  Poor

  N/A

• Did the agent provide a suitable solution or next steps?

  Good

  Fair

  Poor

  N/A

• Was the agent proactive in addressing potential concerns?

  Yes

  No

  N/A

Accuracy of Information Provided

• Did the agent provide accurate and complete information?

  Good

  Fair

  Poor

  N/A

• Identified if existing or new patient?

  Yes

  No

  N/A

• Validated phone number and updated it in system if required?

  Yes

  No

  N/A

Empathy & Customer-centric Approach

• Did the agent demonstrate empathy and understanding of the patient's situation?

  Good

  Fair

  Poor

  N/A

• Was the patient's satisfaction with the resolution confirmed?

  Good

  Fair

  Poor

  N/A

End call

• Did the agent offer further assistance at the end of the call?

  Yes

  No

  N/A

• Did the agent close the call based on closing protocol?

  Yes

  No

  N/A

Completion

• Observations / Recommendations

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