Introduction to the Call Center Quality Assurance Audit Template:

Call Center Quality Assurance Audit Template

Quality Assurance (QA) is a vital component in every industry from healthcare to education, manufacturing to IT.

Customers want to know they’re getting quality products; companies want to know they’re delivering quality service.

But how do you measure more subjective qualities, like customer interactions?

More importantly, how do you make sure every customer experiences the same standard of service from every employee every time?

This is where call center quality assurance comes in. By implementing regular quality assurance audits of agent calls, you can ensure a consistent level of service from every agent on every call – even across multiple call centers! When paired with your normal employee evaluations, QA audits are a resource you can’t afford to do without.

That's why we at Process Street have created this call center quality assurance form checklist template.

Based on advice from DMG Consulting, a leading agency in contact center research, this template will show you some of the interactions you’ll want to monitor, as well as different systems for evaluating, scoring, and communicating these results to the rest of your team.

Use this checklist in tandem with their Contact Center QA Guide to have a 5-star quality assurance program in no time!

Ready to dive in?

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.

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. 

Audit:

This section of the process goes through every step of the audit. Since calls can be unpredictable, these tasks can be completed in any order to suit the auditor's needs.

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

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.

  • 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.

In the final section, you can make note of any feedback or guidance you have for the agent.

This could be something like, "Remember to verify the customer's identity," or even as simple as, "That was a great way to open the call!"

The long text box gives you as much space as you need for your notes.

Confirm customer verification procedure followed

Customers want to be assured that their private details are safe and, well, private. 

If your call center regularly handles bank accounts and credit card details, you'll need a thorough verification process in place to keep their trust.

To emphasize the importance of this task, the question has been formatted in red - one of the neat tools that go with the text content feature. 

Instead of a point system, this type of dropdown menu offers a simple pass/fail choice. 

The first question uses the subtasks feature. You can learn more about how it works here.

What steps did the agent take to verify the customer's identity?

  • 1
    Confirmed customer's name.
  • 2
    Checked customer's contact details.
  • 3
    Requested and received customer account number.
  • 4
    Ensured customer authorized user on account.
  • 5
    None of the above.

Here's an example of conditional logic at work:

If the customer's identity wasn't verified, a new long text field appears where you can make notes about the interaction.

Likewise, if the agent did not pass this section, the task "Refer for coaching" appears in the list to the left.

Establish the agent's knowledge and use of systems

An important part of an agent's duties will involve knowing how to best navigate and use the call center's systems. 

Giving your agents the proper skills and support to complete their responsibilities effectively will give them a feeling of confidence and security that will ultimately increase morale. 

Review the agent's product/service knowledge

Making sure your agents are up-to-date on their product knowledge is essential to a well-run call center.

Agents can't effectively sell a product or troubleshoot a service if they don't have the most up-to-date information.

Fortunately, measuring knowledge of products and services isn't that different.

  • 1
    Identified or created need.
  • 2
    Explained benefits of specific features.
  • 3
    Described product capabilities.
  • 4
    Informed customer of add-ons and/or related products.
  • 5
    Limited the use of jargon and/or overly technical speech.
  • 1
    Agent needs to review product features.
  • 2
    Agent needs to review related products.
  • 3
    Agent needs to simplify speech.
  • 4
    Agent showed sufficient knowledge in all areas.
  • 5
    Agent showed excellent knowledge in all areas.

Evaluate agent's problem-solving 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.

In the multi choice field below, each action has a different point value based on their value to the company.

This section is worth 30 points total.

  • 1
    Asked appropriate and relevant questions. (8 points)
  • 2
    Took ownership and assured willingness to help. (3 points)
  • 3
    Demonstrated empathy with customer's situation. (8 points)
  • 4
    Restated customer's needs. (2 points)
  • 5
    Asked customer how they wanted problem solved. (4 points)
  • 6
    Set expectations and timeframes. (5 points)
  • 7
    Agent did none of the above.

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.

  • 1
    Demonstrated knowledge of customer's current relationship.
  • 2
    Offered appropriate product or service.
  • 3
    Explained cost and benefits.
  • 4
    Appropriately managed questions and objections.

Establish correct transfer procedure followed

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.

Integrations are another way to up your checklist game with Process Street. This checklist connects with Zapier to automate calculations, but there are over 1,000 apps you can use to automate processes with Process Street!

Once the questions in this section have been answered, the points scored will automatically be calculated and entered into the field below.

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.

  • 1
    Restated actions taken on behalf of customer.
  • 2
    Explained next steps.
  • 3
    Offered additional assistance/confirmed customer satisfaction.
  • 4
    Thanked customer for calling.
  • 5
    Waited for customer to hang up first.

Confirm first call resolution achieved

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. 

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.

  • 1
    Listened without interrupting.
  • 2
    Demonstrated confidence.
  • 3
    Refrained from use of jargon.
  • 4
    Articulate, patient, and polite.
  • 5
    Pace, grammar, and diction were appropriate.
  • 1
    Used customer's name.
  • 2
    Adapted to customer's needs.
  • 3
    Used "verbal nods" appropriately.
  • 4
    Showed interest in what the customer said.
  • 5
    Used positive scripting.

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!

Input 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.

Now all that's left  to is calculate the score and communicate the results. 

Once this task is completed, the agent will receive a notification to review and approve the audit score and feedback.

Summarize auditor's feedback for agent

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, evaluator'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}}

Verification:
{{form.Verification_feedback}}

Systems knowledge:
{{form.Systems_knowledge_feedback}}

Problem-solving:
{{form.Problem-solving_feedback}}

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

Transferring:
{{form.Transferring_feedback}}

Wrap-up:
{{form.Call_wrap-up_feedback}}

Professionalism:
{{form.Professionalism_feedback}}

The next task requires the agent to approve (or reject) the auditor's feedback. 

The task for employee approval should be assigned to the agent being audited. 

You can assign users and groups to individual tasks in your checklists, making it easy to see who is responsible for what task.

Approval: Assign to agent

Will be submitted for approval:
  • Summarize auditor's feedback for agent
    Will be submitted

Refer agent for coaching

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. 

Choose a schedule that works for you, your agents, and your company to bring the best out of everyone by using the date and time field below.

And that brings us to the end of your call center 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.

Sources:

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