Call Quality Monitoring Form | FREE

Call Quality Monitoring Form

About the Call Quality Monitoring Form

This brief Call Quality Monitoring Form consists of 13 essential questions to evaluate how calls were handled. Observe if agents adhered with company policies and determine if agents were able to address customers’ needs with the appropriate tone of voice. Use Lumiform to document significant data and share QA reports with your QA team.

Categories

Quality assurance templates

Preview of the template

Audit

QA Checklist

Was the phone answered after two rings or less?

Did the employee use an appropriate greeting?

Did the employee identify himself or herself by name?

Was the employee's tone of voice pleasant and businesslike?

Was the call handled efficiently without being abrupt?

Did the employee provide accurate information or refer the caller to an appropriate person?

Did the employee reflect the best image for the company?

Did the employee thank the caller?

Did the employee make prudent use of putting the caller on hold if it was necessary to do so?

Did the employee use friendly and tactful words?

The employee did not accuse the customer of anything?

The employee did not fumble when transferring the call if making a transfer was necessary?

There was no distracting background noise on the employee's end during the call?

Completion

Observations / Recommendations

Full Name and Signature of QA Specialist

Full Name and Signature of Employee

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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.