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Call Center Helpdesk Quality Assurance Form

Checklist for an audit of a helpdesk call.

Introduction to Call Center Help Desk Quality Assurance Form:

Details:

Enter audit details

Provide call details

Audit:

Section 1: Check agent's initial greeting

Section 2: Evaluate agent's troubleshooting ability

Section 2A: Establish correct transfer procedure followed

Section 2B: Assess agent's ability to cross-sell services

Section 3: Analyze the agent's resolution procedure

Section 4: Verify wrap-up process

Section 5: Rate the agent's professionalism on call

Enter point values for audit

Conclusion:

Review audit score

Summarize feedback for employee approval

Approval: Assign to agent

Refer agent for coaching

Schedule agent's next audit

Sources:

Related Checklists:

Introduction to Call Center Help Desk Quality Assurance Form:

With innovations in AI-powered applications and innovations in IVR technology, customer self-service is becoming increasingly popular with both customers and agents.

As smart as chatbots have gotten, though, some problems still need good, old-fashioned human ingenuity.

Helpdesk agents need to possess a wide range of skills, and an unflappable demeanor to resolve issues for your often frustrated, and even angry, customers. You want them at the very top of their game.

Quality assurance audits will make sure that happens. Every call. Every customer. Every agent.

I feel you. Call center quality assurance audits are not fun. No one likes them - not the auditors, not the supervisors, and definitely not the agents. But they're a necessary evil, right?

Wrong. With this checklist template, I'm going to walk you through how Process Street can make your QA auditing experience fun, fast, and faultless, so it's no longer something your employees dread, but a vital tool to help them reach their full potential.

Using recommendations and guides from DMG Consulting, we've created a checklist of the most common situations your agents will handle. Bear in mind, this is just a template so it may not cover every eventuality, but that does mean you can easily customize it to fit your call center like a glove.

So what is Process Street?

Process Street is super-powered checklists. It’s the easiest way to manage your recurring tasks, procedures, and workflows.

Create a checklist template and run individual checklists for each member of your team. You can check tasks off as you work through them, set deadlines, add approvals, assign tasks, and track each team member's progress.

You can also connect to thousands of Apps through Zapier and automate your workflows even more.

Details:

Checklists should start like all good beginnings: establishing the who, what, when, where, and why.

This section deals with inputting all the essential information about the quality assurance audit.

Each task has a stop tasks in place to make sure nothing gets left out.

A stop task stops a checklist at a particular point, preventing any task after that point from being completed until the stop task is complete.

Enter audit details

First thing's first: Add names and emails of the agent, the agent supervisor, and the quality assurance auditor. Type them in the appropriate form fields below.

Using the tools on the right, you can customize this with as much or as little information as you need for each audit.

If you want to edit this checklist template and its features (short text, email, dropdown, date entry, etc.) that's easy to do by clicking on the "edit template" button.

Agent name

Agent employee number

Supervisor name

Supervisor email

Auditor name

Audit date

Provide call details

There are two main methods to perform call center quality assurance audits.

Audits can be done in "real time", where quality assurance auditors monitor a call while it happens. This is either done by the auditor accessing the agent's system remotely, or by having the auditor sit next to the agent during the call.

The other alternative is to use recorded calls. This method is more convenient for the auditor, and can happen any time - even while the agent isn't working.

Either way, it's good to have a record of the call details for reference.

(Source)

Caller name

Customer ID

Call type

1

Sales help
2

Technical support
3

Returns and refunds
4

Order tracking
5

Complaint

Call date

Audit:

Some of the tasks apply conditional logic, which uses if/then statements to hide irrelevant fields or tasks unless they meet the right criteria.

Check out this video for a brief overview of what conditional logic can do!

Check out what conditional logic can do!

Section 1: Check agent's initial greeting

Call centers are often strapped for resources. You have a lot of agents, a lot of calls, high turnover, and not much time. Your QA auditors may even be fresh out of training.

Don't worry - we've got you covered. This template is designed so even your most inexperienced agent can follow the steps and provide constructive feedback.

This section is worth 10 POINTS.

Did agent follow company policy when greeting the customer?

1

Prepared for call. [2 points]
2

Answered call within 20 seconds. [2 points]
3

Properly identified self. [2 points]
4

Identified company. [2 points]
5

Verified caller's identity. [2 points]
6

Agent did none of the above. [0 points]

Total points for Section 1

You can make note of any feedback or guidance you have for the agent in the long text box below.

Greeting feedback

Section 2: Evaluate agent's troubleshooting ability

The simplest way to score an audit is with a 100 point scale, which each item equalling 1 point. At the end of the audit, add up the points to get a score.

Depending on your needs, though, you may want to increase the points for a particular section. For example, Section 1 is only worth 10 points, but this section is worth 25.

Each action has a standardized value of 5 points, but you can also weigh specific questions or actions as worth more points.

This section is worth 25 POINTS.

Did the agent address the customer's problem?

1

Asked appropriate and relevant questions. [5 points]
2

Demonstrated empathy with customer's situation. [5 points]
3

Verified warranty in effect. [5 points]
4

Demonstrated good diagnostic skills. [5 points]
5

Used appropriate hold procedures. [5 points]
6

Agent did none of the above. [0 points]

Total points for Section 2

Here's an example of conditional logic at work:

If the answer is "yes" to any of the following three questions, then an additional task will be added to the list on the left.

This streamlines the process for your auditors and makes sure they don't have to wade through unnecessary options to get to the tasks they need.

Did customer request a supervisor?

1

Yes
2

No

Does customer need to be transferred to another department?

1

Yes
2

No

Is there an additional service or product that would benefit the customer?

1

Yes
2

No

Troubleshooting feedback

Section 2A: Establish correct transfer procedure followed

(Source)

Customers do not like being transferred.

Sometimes, though, it's unavoidable.

In those cases, your agents need to have the appropriate soft skills to reassure the customer, but also the technical skills to transfer the call without dropping it.

This section is worth 10 POINTS.

Did agent identify transfer department for customer?

1

Yes [2 points]
2

No

Did agent get permission to transfer customer?

1

Yes [2 points]
2

No

Did agent get permission to place customer on hold?

1

Yes [2 points]
2

No

Did agent complete briefing process?

1

Yes [2 points]
2

No

Was call transferred successfully?

1

Yes [2 points]
2

No

Total points for Section 2A

Transferring feedback

Section 2B: Assess agent's ability to cross-sell services

It's undeniable that cross-selling and upselling are valuable tools for increasing revenue.

You have a 60-70% chance of cross-selling to a current customer, while there's only a 5-20% chance of converting a new prospect.

You need your sales agents at the top of their game so they don't inadvertently alienate your customer in the process.

This section is worth 10 POINTS.

Did the agent follow proper company cross-sell procedures?

1

Demonstrated knowledge of customer's current relationship. [2 points]
2

Identified or created need. [2 points]
3

Offered appropriate product or service. [2 points]
4

Explained cost and benefits. [2 points]
5

Appropriately managed questions and objections. [2 points]
6

Agent did none of the above. [0 points]

Total points for Section 2B

Cross-selling feedback

Section 3: Analyze the agent's resolution procedure

First call resolution, or FCR, is the backbone of call center service level calculations.

Failing to achieve FCR is perceived as poor customer service by customers - something which contributes to approximately $62 billion in losses a year for American businesses.

But measuring first call resolution can be tricky. Every call center uses a different criteria.

Does it count against FCR if the customer has to be transferred? What if the customer calls back, but with a different issue?

The important thing is to decide how you measure a call's success for your agents.

This section is worth 25 POINTS.

Did the agent follow appropriate resolution steps?

1

Fully explained options/solution to customer. [5 points]
2

Verified fix. [5 points]
3

Set expectations and timeframe. [5 points]
4

Correctly navigated screens and coded call. [5 points]
5

Provided accurate information at all times. [5 points]
6

Agent did none of the above. [0 points]

Total points for Section 3

Resolution feedback

Section 4: Verify wrap-up process

Agents may not realize it, but finishing a call correctly is as important as the call itself.

The wrong ending to a call can be disastrous in terms of customer perception.

Your agent may perform every step correctly, and then flub the wrap-up by cutting the customer off.

That's what your customer will remember.

That can be avoided by using the actions below.

This section is worth 8 POINTS.

Did the agent complete the call appropriately?

1

Offered additional assistance/confirmed customer satisfaction. [2 points]
2

Thanked customer for calling. [2 points]
3

Waited for customer to hang up first. [2 points]
4

Added call notes to customer record. [2 points]
5

Agent did none of the above. [0 points]

Total points for Section 4

(Source)

Call wrap-up feedback

Section 5: Rate the agent's professionalism on call

Agents need to connect with the customer, while still behaving professionally.

After all, your agents represent your company's values and ethos to your customer.

You want every action they take to reflect positively on your products, your services, and your company.

This section is worth 12 POINTS, with 5 BONUS POINTS.

Did the agent behave professionally?

1

Listened without interrupting. [2 points]
2

Demonstrated confidence. [2 points]
3

Complied with all legal regulations. [2 points]
4

Pace, grammar, and diction were appropriate. [2 points]
5

Kept caller informed/avoided excessive dead air. [2 points]
6

Presented all company departments in a positive light. [2 points]
7

Agent did none of the above. [0 points]

Did the agent go above and beyond the call of duty?

1

Yes [+5 points]
2

No

Total points for Section 5

Professionalism feedback

Enter point values for audit

Minimum points available is 70.

Add 10 points if the call required a transfer.
Add 20 points if the call involved a cross-selling opportunity.

Total points available

Checklists are all about efficiency. You want your processes to be quick and easy for employees to follow.

Integrations let you connect your Process Street checklists to thousands of other apps to automate tasks behind the scenes.

Here we've used Zapier to add up the points scored in each section and auto-fill the field below once the Section 5 task is completed.

Total points achieved

Conclusion:

The approval feature will streamline the feedback process by allowing the agent to acknowledge the results with the click of a button!

The video below will show you all about approval automation at Process Street.

A quick peek into automating your workflow with Process Street approvals!

Review audit score

Dynamic due dates let you adjust a task’s due date based on a varying factor unique to each checklist, like a date field or a task that has yet to be completed.

For example, this task's due date is set at 1 hour after the previous task is completed.

Zapier can automatically calculate the percentage from the previous task and input it in the field below.

Final score (percentage)

The last question is another example of conditional logic.

If coaching is needed, then a new task is added.

Does agent need further coaching?

1

One-on-one coaching in a single area
2

One-on-one coaching in multiple areas
3

Coaching in updated procedures
4

No further coaching required.

Summarize feedback for employee approval

(Source)

The text field below uses variables to collect information from the rest of the checklist into one location.

As you can see, the agent's name, auditor's name, final score, and feedback has all be automatically entered, saving the auditor valuable time.

Dear {{form.Agent_name}}:

Your QA audit was completed on {{form.Audit_date}} by {{form.Auditor_name}}.

Your QA Score is {{form.Final_score_(percentage)}}%.

Based on the call audited, {{form.Auditor_name}} provided the following feedback:

Greeting:
{{form.Greeting_feedback}}

Troubleshooting:
{{form.Troubleshooting_feedback}}

Transferring:
{{form.Transferring_feedback}}

Cross-selling:
{{form.Cross-selling_feedback}}

Resolution feedback:
{{form.Resolution_feedback}}

Call wrap-up:
{{form.Call_wrap-up_feedback}}

Professionalism:
{{form.Professionalism_feedback}}

Do you have any feedback for the auditor?

Approval: Assign to agent

Summarize feedback for employee approval
Will be submitted

Refer agent for coaching

This task will appear if the auditor needs to refer the agent for further training.

The email widget has been used with checklist variables to generate an email that can be sent using the auditor's own email program.

Schedule agent's next audit

The only thing left to do is set the date for the agent's next quality assurance audit.

Using Zapier once again, you can create a zap that calculates a date three months from the audit date and inputs it into the field below. Your auditor just needs to verify and complete the checklist.

Choose a schedule that works for you, your agents, and your company to bring the best out of everyone.

Date of next audit

(Source)

And that brings us to the end of your call center customer service quality assurance audit template!

Hopefully, going through this checklist has shown you some of the options you have with Process Street's super-powered checklists to document your processes, and instantly create an actionable workflow.

The point is to minimize human error, increase accountability, and provide employees with all of the tools and information necessary to complete their tasks as effectively as possible.