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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.
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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?
Observations / Recommendations
Full Name and Signature of QA Specialist
Full Name and Signature of Employee
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Please note that this checklist template is a hypothetical appuses-hero 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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