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Call Center Quality Assurance Checklist

Use this call center quality assurance checklist to judge calls and note if representatives followed approved call protocols. This will assist you to check if employees understand customer concerns and give the most proper solution. The template also includes the end call performance of call representatives. End the evaluation by logging observations and recommending how representatives can advance the quality of service.

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Call Center Quality Assurance Checklist



Did the representative greet the customer according to the obligation?

Understanding the Customer's Need

Did the agent use investigating questions to get the customer's need?

Solution Information

Did the call representative answer customer questions right?
Did the agent give the most appropriate solution to match the customer's requirements?
Did the agent give options to the customer (if appropriate)?
Did the agent give other support (if necessary)?

Customer Service

Did the agent present a professional manner during the whole call?
Did the agent apply empathetic listening abilities?
Did the agent follow the standard methods for transferring a call?
Did the agent end the call within the optimum call time while assuring a positive experience for the customer?

End call

Did the agent offer additional help at the end of the call?
Did the agent say goodbye in a proper manner?


Do you have any further observations or recommendations?
Name and Signature of QA specialist:
Name and signature of employee:
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Ensuring High-Quality Customer Service with a Call Center Quality Assurance Checklist

A call centre quality assurance checklist is a tool used to evaluate the performance of call centre agents and ensure that they are providing high-quality customer service. The checklist typically includes a list of criteria that are important for ensuring a positive customer experience, such as greeting customer professionally, addressing their needs effectively, and resolving their issues in a timely manner.

Using a call centre quality assurance checklist can help call centre managers identify areas where their agents may need additional training or coaching. It can also help ensure that agents are following best practices and maintaining a consistent level of service across all customer interactions.

Call centre quality assurance checklists are typically used in conjunction with call recording and monitoring software, which allows managers to review recorded calls and evaluate agent performance based on the criteria in the checklist. This enables managers to provide specific feedback to agents and track their progress over time.

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