QA Call Monitoring Scorecard

Employee Name:

Employee ID: Country Work Location:

Designation: Department:

Assessment of Performance and Competence

Needs - 2
1 – Unacceptable 3 - Fully Effective 4 - Very Good 5 – Exceptional
Improvement
(<60%) (81-100%) )101-120%( (>120%)
(60-80%)

Score
Scorecard Sheet 1 2 3 4 5 n/a
Opening
Thank customer for calling
Identify identity to customer
Mention Company name
Mention call is being recorded
Ask caller name
Ask the customer need or problem and offer assistance
Ask customer reference number if follow-up
Total
Verification
Ask customer identity and check the recorded database
Input new data if it is a new customer
Total
Problem Solving
Apologize to the issue
Ask specific questions to address the problem
Ask the caller to do necessary steps to solve the problem
Suggest further steps if the problem can’t be solved by customer
If further steps will take time, inform approximate time
Inform customer their reference number
Total
Selling
Offer soft selling or upselling
Give product details
If customer agrees, assist on product purchase
If customer declines, thank them for considering
Total
Closing
Ask customer for other problems
Ask customer if they are satisfied with the customer care service
Thank customer again for calling

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QA Call Monitoring Scorecard
Greet customer
Total
Opening
Verification
Problem Solving
Summary
Selling
Closing
Overall Score

 Must maintain points of 2 and above in all areas.

Score
Overall Call Quality 1 2 3 4 5
Articulation and Overall Sound
Organization of Thought / Call Flow
Rebuttal Skills / Salesmanship
Professionalism and Confidence / Overall Charisma
Total Score

 The qualifying total score is 8, and must maintain points of 2 and above in all areas.

Monitored and Reviewed By:

Date: Name and Signature:

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