Introduction to Call Center Sales Quality Assurance Form:

Your sales agents not only need to be well-versed in your products and services, but also have a solid grasp of customer service skills.

Still, competition is brutal out there. It's no longer enough to merely offer a great product at a good price, or provide stellar service; your agents need to master creating those "wow! moments."

Equipping them with the best tools, strategies, and information, though, will ensure they go into every call with complete confidence.

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 approvalsassign 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. 

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 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.

  • 1
    Prepared for call [2 points]
  • 2
    Answered call within 20 seconds. [2 points]
  • 3
    Used correct introduction. [2 points]
  • 4
    Confirmed caller is authorized decision-maker. [2 points]
  • 5
    Verified contact information. [2 points]
  • 6
    Agent did none of the above. [0 points]

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.

Section 2: Evaluate agent's selling method

You want your sales agents to be gregarious and social. But they also need to be able to step back, listen, and build rapport with your customers. 

It can be a fine line between connecting with a customer, and talking too much on a call. 

You - and your agents - need to have a clear idea of which markers they need to hit to close the sale and avoid crossing that line. 

This section is worth 30 POINTS.

  • 1
    Tied features to benefits. [5 points]
  • 2
    Displayed knowledge of product. [5 points]
  • 3
    Appropriately managed objections. [5 points]
  • 4
    Clearly informed customer of price and payment structure. [5 points]
  • 5
    Utilized upsell techniques to package similar items. [5 points]
  • 6
    Used assumptive close when buying signals present. [5 points]
  • 7
    Agent did none of the above. [0 points]

Section 3: Verify agent's accuracy and compliance

No matter where your company is located, or what industry you're in, there will be legal regulations that must be followed. 

But regulations change. 

A good quality assurance program will identify agents who need more coaching on these regulations, and agents who have a good understanding of them.

It keeps everyone operating on the same, consistent level of service with no unpleasant surprises - which is exactly what you want.

This section is worth 25 POINTS.

  • 1
    Followed all company regulations. [5 points]
  • 2
    Provided all pertinent disclosures. [5 points]
  • 3
    100% adherence to legal compliance. [5 points]
  • 4
    Obtained customer consent for all transactions. [5 points]
  • 5
    Verified payment amount before processing. [5 points]
  • 6
    Agent did none of the above. [0 points]

Section 4: Grade the call wrap-up

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 10 POINTS.

  • 1
    Confirmed payment. [2 points]
  • 2
    Explained timeline for delivery. [2 points]
  • 3
    Offered additional assistance. [2 points]
  • 4
    Thanked customer for calling. [2 points]
  • 5
    Waited for customer to hang up first. [2 points]
  • 6
    Agent did none of the above. [0 points]

Section 5: Rate the agent's conduct on the 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 25 POINTS, with 5 BONUS POINTS.

  • 1
    Demonstrated brand enthusiasm. [5 points]
  • 2
    Used appropriate key word emphasis. [5 points]
  • 3
    Articulate, patient, and polite. [5 points]
  • 4
    Maintained a professional attitude. [5 points]
  • 5
    Pace, grammar, and diction were appropriate. [5 points]
  • 6
    Agent did none of the above. [0 points]

Enter point values for audit

Minimum points available is 100.

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.

You can also use Zapier to add up the points scored in each section and auto-fill the field below once the Section 5 task is completed.

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. 

The last question is another example of conditional logic.

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

Summarize feedback for employee approval

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:

Opening:
{{form.Opening_feedback}}

Selling Method:
{{form.Selling_feedback}}

Accuracy and Compliance:
{{form.Agent_compliance_feedback}}

Call Wrap-Up:
{{form.Call_wrap-up_feedback}}

Agent Conduct:
{{form.Conduct_feedback}}

Approval: Assign to agent

Will be submitted for approval:
  • 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. 

You can create a Zap that calculates a date weeks, months, or years 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.

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.

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