Use this General Call Center Quality Assurance Form to assist judge calls and note if representatives followed approved call protocols. This will assist you to check if employees understand customer concern and give the most proper solution. The form also includes the end call performance of call representatives. End the evaluation by implementing observation and recommendation on how representatives can advance the quality of service. Use Lumiform to create and capture data report and compare trends of failed replies with the help of analytics. You can also restrict the editing adjustments of your Lumiform users to assure the quality assurance templates are standard all over the board.
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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?
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)?
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?
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:
Please note that this checklist template is a hypothetical example and provides only standard information. The template does not aim to replace, among other things, workplace, health and safety advice, medical advice, diagnosis or treatment, or any other applicable law. You should seek your professional advice to determine whether the use of such a checklist is appropriate in your workplace or jurisdiction.
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