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Call center quality audit form

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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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Evaluating call center performance is vital for maintaining high service standards. As a call center manager, you need a reliable way to assess agent performance and ensure protocol compliance. Our call center quality audit form offers a structured approach to standardize your evaluations, helping you and your team boost efficiency and customer satisfaction. This customizable template guides you through assessing key areas like greeting protocols, problem-solving abilities, and call handling skills. By using this tool, you can easily identify areas for improvement and support your agents in delivering exceptional service.

How to use a call center quality audit form

Implementing a call center quality audit form can significantly enhance your service quality and agent performance. Here’s how you can get started:
  1. Customize the template. Begin by editing the template in the Lumiform app to fit your call center’s specific needs. Tailor sections like call etiquette and customer service quality to reflect your standards. This customization ensures the form addresses your unique requirements.
  2. Assign roles and responsibilities. Clearly define who will conduct the audits and communicate these roles to your team. Assign supervisors or team leaders to oversee the process so everyone understands the evaluation criteria. This clarity helps maintain consistency and accountability.
  3. Conduct the audits. Use the form during live or recorded calls and go through the sections one by one. Each agent should be evaluated consistently, which helps identify strengths and areas for improvement. This consistency is key to enhancing overall performance.
  4. Manage action items. After completing the audits, identify areas for improvement and assign action tasks to team members. Utilize the app’s action management features to track progress and set deadlines so improvements are effectively implemented.
  5. Analyze and review results. Regularly review the data collected to identify trends and areas needing development. You can use Lumiform’s analytics feature to gain insights into performance patterns, enabling informed decisions that drive continuous improvement.

Best practices for using the call center quality audit form

Call center quality audits are crucial for identifying strengths and areas for improvement in agent performance. When you’re using the audit form, here are some best practices to consider. Stay focused on your key performance indicators. Identify specific metrics that matter most to your operations, such as call resolution time and customer satisfaction. By tailoring the audit to these indicators, you’ll be evaluating what truly impacts performance. Setting clear objectives is crucial. Define what you aim to achieve with each audit. Whether it’s improving response times or enhancing customer interactions, having clear goals will guide the audit process and keep your team aligned. To maintain objectivity, avoid common biases. Be aware of biases that can skew results, such as focusing too much on recent interactions. Strive for objectivity by using consistent criteria through the form and reviewing a diverse range of calls.

Download Lumiform’s call center quality audit form today

Improve your call center operations with our expertly designed template. Conveniently evaluate agent performance and streamline your audits with features like data analysis and action management. This tool empowers you to maintain high service standards and drive continuous improvement. Integrate it into your workflow today and elevate your call center’s performance!
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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