Templates
Call quality monitoring form

Call quality monitoring form

Evaluate customer service calls with several key criteria to improve agent performance and enhance caller experience.

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
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or Download template as PDF
Call quality monitoring form

Evaluate customer service calls with several key criteria to improve agent performance and enhance caller experience.

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

A call quality monitoring form allows you to evaluate customer service calls consistently and objectively. This template focuses on essential phone etiquette elements like greeting style, tone of voice, and call efficiency, all of which are crucial factors in delivering exceptional service. With clear yes/no criteria, you can quickly identify strengths and improvement areas in your team’s call handling.

Forbes highlights that 58% of customers are willing to pay more for improved customer service, making quality monitoring a direct path to increased revenue. We designed this form so you can maintain high standards while providing specific, actionable feedback that elevates your entire customer experience.

Related categories

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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Frequently asked questions

How can I make the most of this call quality monitoring form?

First, decide on a regular review schedule—weekly or monthly depending on call volume. Listen to calls alongside the agent being evaluated, and use the form to guide specific feedback. Focus on patterns rather than isolated incidents, and always balance constructive criticism with recognition of strengths. Remember that the goal is improvement.

How many calls should I evaluate with this form to get meaningful results?

Quality matters more than quantity. Aim to evaluate 3-5 calls per agent monthly, selecting interactions across different scenarios (complaint handling, information requests, sales inquiries). This provides enough data to identify patterns while remaining manageable. For newer agents, you might increase frequency to provide more timely coaching and support.

Should I customize this call quality monitoring form for my specific business needs?

Absolutely. While this template covers essential call handling elements, your business may have specific requirements. Consider adding industry-specific criteria, adjusting the weighting of different factors, or including script compliance sections if relevant. Just avoid making it overly complex, since an effective form balances thoroughness with usability.

What if an agent consistently scores poorly on this form?

First, identify specific patterns rather than general performance issues. Meet privately with the agent to discuss findings, focusing on one or two key improvement areas rather than overwhelming them. Afterwards, create a focused development plan with clear goals and regular check-ins. Consider pairing them with a high-performing mentor for call shadowing opportunities.

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.