General call center quality assurance form checklist
Use this general call center quality assurance form to help evaluate calls and observe if representatives followed standard call protocols. this will help check if call representatives understand customer concern and offer the most appropriate solution. the form also covers the end call behavior of call representatives. conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. use DataScope to generate and capture data report and compare trends of failed responses through analytics. you can also limit the editing permissions of your DataScope users to make sure the qa templates are standard across the board.
What does this form include?
This form contains 8 sections:
Greeting
- Did the agent greet the customer according to the protocol?
Understanding the Customer's Need
- Did the agent use probing questions to understand the customer's need?
Solution Information
- Did the agent offer the most appropriate solution to meet the customer's needs?
- Did the agent answer customer questions correctly?
- Did the agent provide options to the customer (if applicable)?
- Did the agent provide other resources (if applicable)?
Customer Service
- Did the agent follow the correct procedures for transferring a call (if applicable)?
- Did the agent use empathetic listening skills?
- Did the agent display a professional manner throughout the call?
- Did the agent complete the call within the optimum call time while ensuring a positive experience for customer?
End call
- Did the agent offer further assistance at the end of the call?
- Did the agent close the call in an appropriate manner?
Observations / Recommendations
Full Name and Signature of QA Specialist
Full Name and Signature of Employee
Use this template