Title Page

  • Customer Name

  • Date and Time of Call

  • Name of Call Center Agent

  • Name of QA Specialist

  • Evaluation Date and Time

Greeting & Professionalism

  • Did the agent answered on the third ring?

  • Did the agent provide a courteous and professional greeting?

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

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

Communication Skills

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

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

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

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

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

Responsiveness & Efficiency

  • Was the call answered promptly?

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

  • Did agent summarize callers need before proceeding?

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

Problem Solving & Resolution

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

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

  • Was the agent proactive in addressing potential concerns?

Accuracy of Information Provided

  • Did the agent provide accurate and complete information?

  • Identified if existing or new patient?

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

Empathy & Customer-centric Approach

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

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

End call

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

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


  • Observations / Recommendations


The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. 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.