Templates
Call monitoring form template

Call monitoring form template

Evaluate customer service calls with criteria for product knowledge, communication skills, and professionalism.

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 monitoring form template

Evaluate customer service calls with criteria for product knowledge, communication skills, and professionalism.

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

Our call monitoring form guides you through evaluating the quality of customer interactions with precision and consistency. You can assess agents on critical parameters like product knowledge, communication skills, empathy, and professionalism—all essential factors in resolving customer issues effectively.

According to the SQM Group, 70-79% is considered a good first call resolution rate, with nearly a third of customers calling back about the same issue on average. Through structured evaluation criteria, you can identify patterns in unsuccessful calls and provide targeted coaching to help agents resolve more customer issues on the first attempt. This improves both efficiency and customer satisfaction.

Related categories

Preview of the template
Page 1
Call Details
Call Date
Call Time
Call Duration
Call Type
Call Outcome
Agent Details
Agent Name
Agent ID
Customer Details
Customer Name
Customer Phone
Customer Email
Evaluation
Product Knowledge
Communication Skills
Empathy
Professionalism
Overall Rating

Frequently asked questions

What are some ways to use this call monitoring form to improve my team’s performance?

This form helps identify specific areas where agents need improvement by evaluating product knowledge, communication skills, empathy, and professionalism separately. After collecting data from multiple evaluations, look for patterns across your team to develop targeted training sessions that address common weaknesses while celebrating strengths.

How can I customize this call monitoring form for different types of calls?

You can adjust the evaluation criteria based on call purpose. For sales calls, add sections on pitch effectiveness and closing techniques. On the other hand, for technical support, include technical accuracy and troubleshooting methodology. If the calls are focused on customer complaints, emphasize empathy and resolution skills. Keep the core sections intact while adding specialized criteria relevant to your business needs.

Can multiple supervisors use this monitoring form?

Yes, you can maintain consistency by creating a detailed rubric defining each rating level for all criteria. Conduct calibration sessions where supervisors evaluate the same calls independently, then compare scores and discuss differences. Through regular calibration, your team can receive consistent feedback regardless of which supervisor conducts the evaluation, making the process fair and reliable.

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.