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Call Center Quality Monitoring Form

This call center quality monitoring form offers a more detailed assessment of employee call interaction with customers. Begin with the evaluation of how the call began, observe the representative’s problem-solving methods, call etiquette, and script compliance. Note other observations and provide recommendations. If, however, you're looking to document general customer information you can use this free sales call log template. Lumiform templates are fully customizable to suit your QA needs. Secure collected data via Lumiform’s cloud-based storage.

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Call Center Quality Monitoring Form

Audit

Evaluate the agent with the following categories:

Greeting

Adhered to the greeting script
Identified themselves to the customer
Mentioned the company name
Stated that the call is being recorded
Asked for the customer’s name
Thanked the customer for calling
Offered assistance to the customer

Account Verification

Verified the customer’s account using the appropriate information (e.g., first and last name spelling, account number, credit card number, transaction number, social security number, amount of previous bill or purchase, etc.)
Accurately accessed the customer’s account with the information provided

Contact Information Confirmation

Asked for the caller to spell their name
Asked for the caller’s company name
Asked for the caller’s telephone number
Asked for the caller’s email address

Problem-Solving Abilities

Apologized for the issue, inconvenience or cost associated with the problem
Took ownership of the problem
Asked pertinent questions to accurately diagnose the problem
Requested the error code messages from the customer
Used appropriate resources to address the issue
Provided the most appropriate solution
Informed the customer of the estimated timeline to resolve their issue
Informed the customer of relevant supporting documentation to help resolve the issue
Provided a reference number to the customer after resolving their issue
Confirmed that the issue was resolved or the transaction was completed
Sufficiently addressed the customer’s issue

Protocol Compliance

Provided an accurate answer if the customer asked where the agent was located
Updated the customer’s contact information in the relevant business tools
Documented important information in the notes of the call
Received prior authorization when negotiating prices, offering discounts or giving refunds
Quoted the customer with the correct price for the product or service
Recommended the most appropriate product, service, or pricing plan
Leveraged upselling and cross-selling opportunities
Informed their colleagues of a new bug, issue, or product defect

Call Handling Skills

Followed correct procedures for placing the customer on hold
Followed correct procedures for transferring the call
Followed correct procedures for conferencing in a colleague
Followed correct procedures for escalating a call to their manager

Customer Service Quality

Used the customer's name throughout the call
Summarized the customer’s main points before troubleshooting or offering a solution
Received the caller’s permission to place them on hold before doing so
Limited the duration of hold time to an appropriate amount
Answered the customer’s question correctly
Transferred the call to a colleague when necessary
Conferenced in a colleague when appropriate
Adequately addressed the caller’s needs
Transferred the call to a manager when the customer requested for them to do so

Call Center Etiquette

Used the proper pronunciation of the customer’s name
Maintained proper tone, pitch, volume and pace throughout the call
Used courteous words and phrases
Adapted their approach to providing service to the customer based on the customer’s unique needs, personality and issues
Avoided long silences during the call
Did not interrupt or talk over the customer
Remained confident throughout the call
Refrained from using complicated jargon
Was friendly, polite and professional
Used effective active listening skills

Script Compliance

Maintained adherence to the script
Adequately adapted their approach to interacting with the customer, within the scripts guidelines, when necessary
Deviated from the script when necessary

Closure

Adhered to the call closure guidelines
Adhered to the call closure script
Set a follow-up appointment when necessary
Asked if the customer if they have any additional questions or issues before ending the call
Asked the customer if there is anything they can do to enhance the service they provide them
Thanked the customer for calling

Follow-up

Followed up with the customer within the agreed upon timeframe
Introduced themselves to the customer and the reason for their call
Adequately addressed the customer’s questions
Adequately resolved the customer’s issue, or provided a timeframe for resolution

Completion

Observations / Recommendations
Full Name and Signature of QA Specialist
Full Name and Signature of Employee
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