Templates
Call center quality monitoring form template

Call center quality monitoring form template

Evaluate agent performance and call handling to identify specific coaching opportunities and improve customer satisfaction.

Use this template with Lumiform

The Lumiform application helps frontline teams uphold internal standards effortlessly.
  • Customize this template or build your own
  • Fill out templates via mobile app
  • Assign and track corrective actions
  • Get reports and analyse your data
Prices start from ░░░ per month
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Learn more
or Download template as PDF
Call center quality monitoring form template

Evaluate agent performance and call handling to identify specific coaching opportunities and improve customer satisfaction.

Use this template with Lumiform

The Lumiform application helps frontline teams uphold internal standards effortlessly.
  • Customize this template or build your own
  • Fill out templates via mobile app
  • Assign and track corrective actions
  • Get reports and analyse your data
Prices start from ░░░ per month
Book a demo
Learn more
or Download template as PDF

Bost your call center performance with this dual-focus quality monitoring form that evaluates both agent soft skills and technical call handling. When customer satisfaction scores drop, this template helps you trace issues back to specific behaviors or knowledge gaps. For example, if customers frequently need to call back about the same issue, you’ll see whether it’s due to incomplete information or ineffective problem-solving.

Nearly 86% of call centers rank customer satisfaction as their top metric, followed by service level. This template bridges the gap between performance evaluation and actual customer experience improvement.

Related categories

Preview of the template
Page 1
Agent Performance
Agent greeted customer warmly
Agent was polite and courteous
Agent actively listened to customer
Agent demonstrated product knowledge
Agent provided clear and accurate information
Agent offered additional assistance
Agent thanked customer and ended call professionally
Call Management
Call was answered within target time
Agent navigated call flow efficiently
Agent handled customer objections effectively
Agent identified and addressed customer needs
Agent resolved customer issue(s) on first contact
Overall Evaluation
Overall customer satisfaction with the call
Additional comments

Frequently asked questions

How do I customize this call center quality monitoring form for my specific business needs?

Review your customer service standards and identifying key pain points. You can then adjust the yes/no criteria to reflect your priorities, and consider adding weighted scoring to emphasize crucial elements like compliance or first-call resolution based on your specific business objectives.

How can I use this form’s results to create effective coaching sessions?

Focus coaching on patterns rather than single instances. Share both strengths and improvement areas using specific examples from evaluations. Afterwards, you can create personalized development plans addressing no more than three key areas at once. Follow up with targeted monitoring to track improvement in those specific areas.

What’s a good frequency for using this quality monitoring form to evaluate agents?

For new agents, you can evaluate 5-8 calls weekly during their first month, then reduce to 3-4 weekly for the next two months. For experienced agents, aim to evaluate 2-4 calls monthly. Increase frequency if you notice performance issues or during new product launches when information accuracy is especially critical.

This template, developed by Lumiform employees, serves as a starting point for businesses using the Lumiform platform and is intended as a hypothetical example only. It does not replace professional advice. Companies should consult qualified professionals to assess the suitability and legality of using this template in their specific workplace or jurisdiction. Lumiform is not liable for any errors or omissions in this template or for any actions taken based on its content.