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Call Center Outbound Sales Quality Assurance Form

Checklist for an audit of an outbound sales call.

Introduction to Call Center Outbound Sales Quality Assurance Form:

Details:

Enter audit details

Provide call details

Audit:

Section 1: Check agent's initial greeting

Section 2: Evaluate agent's selling skills

Section 3: Assess agent's handling of the customer

Section 4: Verify wrap-up process

Section 5: Rate the agent's conduct during 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 Outbound Sales Quality Assurance Form:

Outbound sales calls are stressful, even for an experienced agent.

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 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

Agent supervisor

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.

Caller name

Customer ID

Call date

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

(Source)

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

Properly identified self. [2 points]
3

Identified company. [2 points]
4

Determined speaking to correct person. [2 points]
5

Practiced extreme courtesy towards customer. [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 selling skills

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.

Did the agent complete the sales process?

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 up-sell 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]

Total points for Section 2

Selling skills feedback

Section 3: Assess agent's handling of the customer

Customers can be difficult. That's no secret.

Cold-calls, especially, put the agent at a disadvantage when it comes to grabbing the customer's attention.

Fortunately, using some basic principles of etiquette can make the experience a lot more pleasant for everyone.

This section is worth 30 POINTS.

How did the agent handle the customer's needs?

1

Built rapport with customer. [5 points]
2

Actively listened to customer. [5 points]
3

Appropriate use of transitional phrases. [5 points]
4

Avoided speaking over customer. [5 points]
5

Handled gatekeeper correctly. [5 points]
6

Maintained a friendly demeanor. [5 points]
7

Agent did none of the above. [0 points]

Total points for Section 3

Customer handling 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 10 POINTS.

Did the agent complete the call appropriately?

1

Restated actions taken on behalf of customer. [2 points]
2

Explained next steps. [2 points]
3

Offered additional assistance/confirmed customer satisfaction. [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]

Total points for Section 4

Call wrap-up feedback

Section 5: Rate the agent's conduct during 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 20 POINTS, with 5 BONUS POINTS.

Did the agent conduct themselves in line with company standards?

1

Complied with all legal regulataions. [4 points]
2

Demonstrated confidence. [4 points]
3

Refrained from use of jargon. [4 points]
4

Articulate, patient, and polite. [4 points]
5

Pace, grammar, and diction were appropriate. [4 points]
6

Agent did none of the above. [0 points]

(Source)

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

1

Yes [+5 points]
2

No

Total points for Section 5

Conduct feedback

Enter point values for audit

Minimum points available is 100.

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)

(Source)

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

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}}

Selling Skills:
{{form.Selling_skills_feedback}}

Customer Handling:
{{form.Customer_handling_feedback}}

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

Agent conduct:
{{form.Conduct_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

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.