{"id":24577,"date":"2020-09-24T13:49:55","date_gmt":"2020-09-24T13:49:55","guid":{"rendered":"https:\/\/www.process.st\/templates\/call-center-quality-assurance-audit-template\/"},"modified":"2024-03-13T14:25:08","modified_gmt":"2024-03-13T14:25:08","slug":"call-center-quality-assurance-audit-template","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/call-center-quality-assurance-audit-template\/","title":{"rendered":"Call Center Quality Assurance Audit Template"},"content":{"rendered":"\n
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Introduction to the Call Center Quality Assurance Audit Template:<\/h2>\n
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Quality Assurance (QA)<\/a> is a vital component in every industry from healthcare<\/a> to education<\/a>, manufacturing to IT.<\/a><\/p>\n

Customers want to know they\u2019re getting<\/strong> quality products<\/strong>; companies want to know they\u2019re delivering quality service<\/strong>.<\/p>\n

But how do you measure more subjective qualities, like customer interactions?<\/p>\n

More importantly, how do you make sure every customer experiences the same standard of service from every employee every time?<\/strong><\/p>\n

This is where call center quality assurance comes in. By implementing regular quality assurance audits<\/strong> of agent calls, you can ensure a consistent level of service<\/strong> from every agent on every call \u2013 even across multiple call centers! When paired with your normal employee evaluations, QA audits are a resource you can\u2019t afford to do without.<\/strong><\/p>\n

That's why we at Process Street<\/a> have created this call center quality assurance form checklist template.<\/p>\n

Based on advice from DMG Consulting<\/a>, a leading agency in contact center research, this template will show you some of the interactions you\u2019ll want to monitor,<\/strong> as well as different systems for evaluating, scoring, and communicating<\/strong> these results to the rest of your team.<\/p>\n

Use this checklist in tandem with their Contact Center QA Guide <\/a>to have a 5-star quality assurance program in no time!<\/p>\n

Ready to dive in?<\/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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