Call Center Quality Assurance Structure Template

This template is designed to provide the structure for creating your own quality assurance form.

Introduction to Call Center Quality Assurance Structure Template:

Details:

Document revision history

Enter checklist details

Auditing Process:

Perform Task 1 [rename to reflect action]

Task 2 [using files]

Task 3 [form fields]

Task 4 [conditional logic]

Task 5 [integrations]

Task 6 [subtasks]

Task 7 [variables]

Task 8 [email widget]

Complete checklist

Related Checklists:

Introduction to Call Center Quality Assurance Structure Template:

The purpose of this call center quality assurance (QA) structure template is to create the basic framework you'll need to design your own procedures.

All aspects of this template can be customized, including:

Adding or removing tasks
Adding explanatory text or rich media
Adding form fields to gather information
Assigning the procedure to other members of your organization
Adding conditional logic to create different pathways for execution
Connecting the template with the other software you use to enable automation.

This template will demonstrate some of the most common checklist functions, but Process Street offers a broad range of features. Check out our Getting Started guides for detailed explanations of workflow automation tools, such as:

Throughout the template, you'll see prompts where you can add relevant information.

Once you add this template to your account, you can run it as a checklist within Process Street, or you can export the template as a PDF.

For examples of some pre-made QA checklists, have a look at the following templates:

Call Center Quality Assurance Audit Template
Call Center Outbound Sales Quality Assurance Form
Call Center Sales Quality Assurance Form
Call Center Customer Service Quality Assurance Form
Call Center Helpdesk Quality Assurance Form

Let's create a template!

Details:

This is an example of a heading. You can use headings to include extra information or media or you can leave them empty.

If the heading is left empty, the user will automatically skip over it to the next task when the checklist is run.

Text boxes have a number of formatting options. You can use colored boxes like these, or change how the text looks.

Different text sizes

can help break up information

and draw attention to certain text.

You can also adjust the text color.

Or highlight it, instead.

Document revision history

Revision History

[revision number] - [date] - [nature of changes] - [approved by]
[revision number] - [date] - [nature of changes] - [approved by]
[revision number] - [date] - [nature of changes] - [approved by]
[revision number] - [date] - [nature of changes] - [approved by]

Responsibility: Note who is responsible for this procedure and why it is their responsibility.

Definitions: Use this section to explain any acronyms or technical terms which are used throughout the procedure. You can use bullet points.

TT - Technical terminology
ISK - Industry specific knowledge
ETC - Et cetera

Enter checklist details

Rename the title of this step to reflect the action required.

It's a good idea to get some basic information at the start of a checklist - who's using the checklist, the date, contact information, etc.

We like to use a stop task here to make sure every field is completed before moving on.

Stop tasks stop a checklist at that point. No tasks past that point can be completed until the stop task is completed.

Check out some of the example fields below for different ways to collect information with your checklist.

(Source)

Date of audit

Quality assurance agent

Employee name

Auditing Process:

We recommend starting tasks with an actionable word, such as document, enter, or perform. This makes it clear to the user what is expected of them in each task.

You want your tasks to be brief.

Some tasks may require explanations but only include vital information.

You should also limit each task to only one action. The idea is to break a process down to its most basic steps so it's completed efficiently and accurately.

Perform Task 1 [rename to reflect action]

(Source)

You can also use images or videos to display helpful media the employee can use to complete the task.

Use videos to convey instructions quickly!

Task 2 [using files]

The file widget allows you to upload files to your templates for anyone to access.

For example, you could upload a copy of your call scripts so your quality assurance agents can access them quickly during an audit.

The file widget supports uploading of ALL file types up to 250MB.

You can also prompt users to upload files. You may want the QA agent to add the previous audit report, or customer feedback from another channel.

Upload report

Task 3 [form fields]

Form fields are an amazing way to capture all kinds of information. In addition to short text fields, you can also use long text fields, email fields, and website fields.

Long text fields expand as you type, allowing you to enter more information.

The email field checks that an entered email address fits the correct formatting.

The website field works the same way: it verifies the website entered uses the proper format.

NOTE: These fields do not verify the address is correct; just that it follows the correct format.

Read more about what all the different form fields can do here.

Enter customer's name

Enter the customer's address

Task 4 [conditional logic]

Conditional Logic is a powerful feature that allows you to create truly dynamic checklists with if-this-then-that logic.

Conditional Logic can be used on individual features within a task, or on an entire task itself.

In the dropdown field, if the answer is "Yes," a multi-choice field appears below with further options.

You can use the same process to trigger whether an entire task is visible or not. If a particular procedure isn't used during an audit, this feature prevents going through unnecessary steps.

Does the agent need to transfer the call?

(Source)

Select the actions performed by agent

1

Explained where customer would be transferred
2

Asked permission to transfer/place on hold
3

Briefed colleague on issue
4

Successfully transferred call

Task 5 [integrations]

We often use Zapier to trigger actions based on the completion of items in our checklists. Zaps can be used to import or export data, process calculations, format dates and times, and even update other apps.

For example, a zap could be created to add the scores during an audit and produce a total or percentage at a later point in the checklist.

This not only saves time, but prevents human error.

Through Zapier, Process Street is able to connect with 2,000+ apps.

You can see a few examples here:

...and more! Find a complete list of integration materials in our help library.

Task 6 [subtasks]

Subtasks are smaller checklists that can be placed inside a task.

They are perfect for breaking complex tasks into smaller steps whilst still tracking your progress.

For example, if you're auditing a sales call, and one of the tasks is to evaluate the call wrap-up, the agent needs to complete a series of smaller tasks in order to do that.

There are a few options to deal with this:

bullet/numbered lists keeping track of each step
multi-choice fields, where multiple selections can be made
subtasks

In this case, subtasks are both more actionable and more efficient than the other options. You just need to click a button to tick off each item as it happens.

1

Confirmed price with customer
2

Verified customer authorized to make payment
3

Confirmed payment processed
4

Explained timeframe and next steps
5

Thanked customer

Task 7 [variables]

Variables are an easy way to display "variable" information that's unique to each checklist or template.

For example, variables have been used to populate the text box below with data entered earlier in the checklist.

Customer Contact Information

Schedule coaching meeting

Complete checklist

(Source)

Once the last task is finished, the checklist is completed!

To get the most out of Process Street checklists, use these resources to help you edit your templates:

In the next heading, there is a list of related checklists you might find useful when setting up your quality assurance processes.

Not all of them are specific to call centers, but many - like the customer service and sales checklists - will have a lot of overlap with the needs of your call center.