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Call Center Helpdesk Quality Assurance Form
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Call Center Helpdesk Quality Assurance Form

Checklist for an audit of a helpdesk call.
1
Introduction to Call Center Help Desk Quality Assurance Form:
2
Details:
3
Enter audit details
4
Provide call details
5
Audit:
6
Section 1: Check agent's initial greeting
7
Section 2: Evaluate agent's troubleshooting ability
8
Section 2A: Establish correct transfer procedure followed
9
Section 2B: Assess agent's ability to cross-sell services
10
Section 3: Analyze the agent's resolution procedure
11
Section 4: Verify wrap-up process
12
Section 5: Rate the agent's professionalism on call
13
Enter point values for audit
14
Conclusion:
15
Review audit score
16
Summarize feedback for employee approval
17
Approval: Assign to agent
18
Refer agent for coaching
19
Schedule agent's next audit
20
Sources:
21
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