Optimize call center performance with our robust Quality Assurance Form Template, streamlining agent evaluations and improving customer interactions.
1
Identify type of call
2
Listen to the entire recorded interaction
3
Evaluate agent greeting
4
Assess agent's product knowledge
5
Observe agent's communication skills
6
Check if the agent adhered to the company's guidelines
7
Evaluate if the agent addressed customer's query
8
Scrutinize the agent's problem-solving skills
9
Assess if the agent empathized with the customer's issue
10
Approve: Empathy Displayed
11
Monitor if the agent offered any additional services or products
12
Evaluate if the agent appropriately closed the call
13
Rate the overall call handling
14
Collect data on interaction timings
15
Compile and summarize the evaluation results
16
Provide feedback to the agent
17
Approval: Agent Feedback
18
Send the filled out Quality Assurance Form to the Supervisor
Identify type of call
Identify the type of call received by the call center. This task is crucial as it sets the foundation for further evaluation and ensures appropriate assessment. Determine if the call is a sales inquiry, customer complaint, technical support request, or any other category. The desired result is to accurately categorize the call and proceed with the evaluation accordingly.
1
Sales Inquiry
2
Customer Complaint
3
Technical Support Request
4
Billing Inquiry
5
Product Information
Listen to the entire recorded interaction
Listen to the complete recorded interaction between the agent and the customer. This task is essential to evaluate the overall quality of the call and identify any areas that require improvement. Pay attention to the agent's tone, clarity, and professionalism. The desired result is to thoroughly understand the conversation and assess the agent's performance.
Evaluate agent greeting
Assess the agent's greeting at the beginning of the call. This task helps determine the agent's professionalism, friendliness, and ability to create a positive first impression. Listen for a clear introduction, polite tone, and adherence to company guidelines. The desired result is a well-executed greeting that sets the right tone for the rest of the call.
1
Clear Introduction
2
Polite Tone
3
Adherence to Guidelines
4
Friendly Attitude
5
Positive First Impression
Assess agent's product knowledge
Evaluate the agent's product knowledge during the call. This task focuses on the agent's understanding of the company's products or services, their ability to provide accurate information, and their confidence in addressing customer inquiries. The desired result is a well-informed agent who can effectively address customer queries.
1
Excellent
2
Good
3
Average
4
Below Average
5
Poor
Observe agent's communication skills
Observe the agent's communication skills throughout the call. This task assesses the agent's ability to actively listen, speak clearly, and engage with the customer. Evaluate their use of appropriate language, empathy, and ability to adapt to different customer communication styles. The desired result is effective communication that promotes a positive customer experience.
1
Active Listening
2
Clear Speech
3
Empathy
4
Adaptability
5
Appropriate Language
Check if the agent adhered to the company's guidelines
Ensure that the agent followed the company's guidelines and policies during the call. This task verifies if the agent provided accurate information, followed scripts (if applicable), and adhered to any specific protocols. The desired result is compliance with company standards and procedures.
1
Fully Compliant
2
Mostly Compliant
3
Partially Compliant
4
Not Compliant
5
Not Applicable
Evaluate if the agent addressed customer's query
Evaluate whether the agent effectively addressed the customer's query or concern. This task focuses on the agent's ability to understand and provide appropriate solutions or assistance. The desired result is a satisfactory resolution to the customer's query.
1
Fully Resolved
2
Partially Resolved
3
Not Resolved
4
Not Applicable
Scrutinize the agent's problem-solving skills
Assess the agent's problem-solving skills during the call. This task evaluates their ability to identify and analyze customer issues, propose effective solutions, and handle challenging situations. The desired result is a proactive agent who can resolve problems efficiently.
1
Excellent
2
Good
3
Average
4
Below Average
5
Poor
Assess if the agent empathized with the customer's issue
Assess the agent's ability to empathize with the customer's issue or concern. This task evaluates the agent's understanding, compassion, and ability to show empathy during the call. The desired result is a supportive and empathetic response to the customer's situation.
1
Understanding
2
Compassion
3
Supportiveness
4
Ability to Show Empathy
5
Customer-Focused
Approve: Empathy Displayed
Approve if the agent displayed empathy towards the customer during the call. This task acknowledges and rewards the agent's empathetic behavior, which enhances the customer experience. The desired result is recognition and encouragement for the agent's empathy.
1
Yes
2
No
Monitor if the agent offered any additional services or products
Monitor whether the agent proactively offered any additional services or products during the call. This task evaluates the agent's ability to identify opportunities for upselling or cross-selling, providing additional value to the customer. The desired result is proactive engagement with potential additional offerings.
1
Upselling
2
Cross-Selling
3
No Additional Offers
4
Not Applicable
Evaluate if the agent appropriately closed the call
Evaluate whether the agent appropriately closed the call with the customer. This task aims to assess the agent's ability to end the call on a positive note, confirm customer satisfaction, and provide necessary follow-up instructions or information. The desired result is a satisfactory call closure that leaves the customer feeling valued.
1
Positive Note
2
Customer Satisfaction Confirmation
3
Follow-up Instructions
4
Clear Ending
5
Valued Customer
Rate the overall call handling
Rate the overall handling of the call by the agent. This task provides an overall assessment of the agent's performance and the quality of the call. Consider all aspects evaluated throughout the evaluation process. The desired result is an accurate rating of the agent's performance based on the overall call handling.
1
Excellent
2
Good
3
Average
4
Below Average
5
Poor
Collect data on interaction timings
Collect data on the duration of the call and various interaction timings. This task records the total call duration, hold time, transfer time, and any other relevant time metrics. The desired result is to gather quantitative data for further analysis and comparison.
Compile and summarize the evaluation results
Compile and summarize the evaluation results from the previous tasks. This task consolidates all the assessment data and provides an overview of the agent's performance, strengths, areas for improvement, and any common trends observed. The desired result is a comprehensive summary for further analysis and feedback.
Provide feedback to the agent
Provide feedback to the agent based on the evaluation results. This task aims to communicate strengths, areas for improvement, and specific action points to help the agent enhance their performance. The desired result is constructive feedback that facilitates growth and improvement.
Approval: Agent Feedback
Will be submitted for approval:
Approve: Empathy Displayed
Will be submitted
Send the filled out Quality Assurance Form to the Supervisor
Send the completed Quality Assurance Form to the supervisor for review and further action. This task ensures that the evaluation results are shared with the appropriate personnel for analysis, feedback, and potential training or coaching opportunities. The desired result is a prompt submission of the form for supervisor review.
