{"id":24547,"date":"2020-09-24T13:46:43","date_gmt":"2020-09-24T13:46:43","guid":{"rendered":"https:\/\/www.process.st\/templates\/call-center-helpdesk-quality-assurance-form\/"},"modified":"2024-03-13T13:39:42","modified_gmt":"2024-03-13T13:39:42","slug":"call-center-helpdesk-quality-assurance-form","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/call-center-helpdesk-quality-assurance-form\/","title":{"rendered":"Call Center Helpdesk Quality Assurance Form"},"content":{"rendered":"\n
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Introduction to Call Center Help Desk Quality Assurance Form:<\/h2>\n
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With innovations in AI-powered applications and innovations in IVR<\/strong> technology, customer self-service<\/a> is becoming increasingly popular<\/strong> with both customers and agents. <\/strong><\/p>\n

As smart as chatbots have gotten, though, some problems still need good, old-fashioned human ingenuity.<\/strong><\/p>\n

Helpdesk agents need to possess a wide range of skills<\/strong>, and an unflappable demeanor<\/strong> to resolve issues for your often frustrated, and even angry,<\/strong> customers. You want them at the very top of their game.<\/strong><\/p>\n

Quality assurance audits<\/strong> will make sure that happens. Every call. Every customer. Every agent.<\/p>\n

I feel you. Call center quality assurance audits are not fun.<\/strong> No one likes them - not the auditors, not the supervisors, and definitely not the agents. But they're a necessary evil, right?<\/p>\n

Wrong.<\/strong> With this checklist template, I'm going to walk you through how Process Street<\/a> can make your QA auditing experience fun, fast, and faultless,<\/strong> so it's no longer something your employees dread, but a vital tool to help them reach their full potential.<\/strong><\/p>\n

Using recommendations and guides<\/a> from DMG Consulting,<\/a> we've created a checklist of the most common situations<\/strong> 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<\/strong> to fit your call center like a glove.<\/p>\n

So what is Process Street?<\/h5>\n

Process Street is super-powered checklists.<\/strong> It\u2019s the easiest way to manage your recurring tasks<\/a>, procedures, and workflows.<\/p>\n

Create a checklist template<\/a> and run individual checklists <\/a>for each member of your team. You can check tasks off as you work through them, set deadlines, add approvals<\/a>, assign tasks<\/a>, and track each team member's progress<\/a>.<\/p>\n

You can also connect to thousands of Apps<\/a> through Zapier<\/a> and automate your workflows even more.<\/p>\n <\/div>\n<\/section>\n

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Details:<\/h2>\n
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Checklists should start like all good beginnings: establishing the who, what, when, where, and why.<\/strong>

\n This section deals with inputting all the essential information<\/strong> about the quality assurance audit.

\n Each task has a stop tasks<\/a> in place to make sure nothing gets left out.<\/strong> 

\n A stop task<\/strong> stops a checklist at a particular point, preventing any task<\/strong> after that point from being completed until the stop task is complete. <\/strong><\/p>\n <\/div>\n<\/section>\n

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Enter audit details<\/h2>\n
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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.<\/p>\n

Using the tools on the right, you can customize<\/a> this with as much or as little information as you need for each audit. <\/p>\n

If you want to edit this checklist template and its features (short text, email, dropdown, date entry, etc.)<\/strong> that's easy to do by clicking on the \"edit template\" button.<\/p>\n <\/div>\n

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