Comprehensive Sample Call Center Quality Monitoring

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Customer Name

Date and Time of Call

Name of Call Representative

Name of QA Specialist

Evaluation Date and Time

1/5
Audit %

Evaluate the agent with the following categories:

Greeting %

Adhered to the greeting script

Identified themselves to the customer

Mentioned the company name

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

Accurately accessed the customer’s account with the

information provided

Problem-Solving Abilities %

Took ownership of the problem

Asked pertinent questions to accurately diagnose the problem

2/5
Used appropriate resources to address the issue

Provided the most appropriate solution

Informed the customer of relevant supporting documentation

to help resolve the issue

Sufficiently addressed the customer’s issue

Protocol Compliance %

Provided an accurate answer if the customer asked where the

product 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

Call Handling Skills %

Followed correct procedures for placing the customer on hold

Followed correct procedures for transferring the call

3/5
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,

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

4/5
Used effective active listening skills

Script Compliance %

Maintained adherence to the script

Adequately adapted their approach to interacting with the

customer, within the script’s 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

5/5