{"id":24585,"date":"2020-09-24T13:50:43","date_gmt":"2020-09-24T13:50:43","guid":{"rendered":"https:\/\/www.process.st\/templates\/call-center-quality-assurance-structure-template\/"},"modified":"2024-03-13T14:43:30","modified_gmt":"2024-03-13T14:43:30","slug":"call-center-quality-assurance-structure-template","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/call-center-quality-assurance-structure-template\/","title":{"rendered":"Call Center Quality Assurance Structure Template"},"content":{"rendered":"\n<section id=\"introduction-to-call-center-quality-assurance-structure-template\">\n <h2>Introduction to Call Center Quality Assurance Structure Template:<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/35334bc1-1c4b-4236-a5f0-e562588a9a68\/vqNjKi2s9RY0lZCR7P9IGA.png\" alt=\"Introduction to Call Center Quality Assurance Structure Template:\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/35334bc1-1c4b-4236-a5f0-e562588a9a68\/vqNjKi2s9RY0lZCR7P9IGA.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p>The purpose of this <strong>call center quality assurance (QA) structure<\/strong> template is to create the <strong>basic framework<\/strong> you'll need to <strong>design your own procedures.<\/strong>&nbsp;<\/p>\n  <p>All aspects of this template can be<a href=\"https:\/\/www.process.st\/help\/docs\/editing-templates\/\" rel=\"nofollow noopener\" target=\"_blank\"> customized,<\/a> including:<\/p>\n  <ul>\n   <li>Adding or removing tasks<\/li>\n   <li>Adding explanatory <a href=\"https:\/\/www.process.st\/help\/docs\/text-widget\/\" rel=\"nofollow noopener\" target=\"_blank\">text<\/a> or rich <a href=\"https:\/\/www.process.st\/help\/docs\/video-widget\/\" rel=\"nofollow noopener\" target=\"_blank\">media<\/a><\/li>\n   <li>Adding <a href=\"https:\/\/www.process.st\/help\/docs\/form-fields\/\" rel=\"nofollow noopener\" target=\"_blank\">form fields<\/a> to gather information<\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/assigning-checklists\/\" rel=\"nofollow noopener\" target=\"_blank\">Assigning the procedure<\/a> to other members of your organization<\/li>\n   <li>Adding <a href=\"https:\/\/www.process.st\/help\/docs\/conditional-logic\/\" rel=\"nofollow noopener\" target=\"_blank\">conditional logic<\/a> to create different pathways for execution<\/li>\n   <li>Connecting the template with the other software you use to enable <a href=\"https:\/\/www.process.st\/help\/docs\/getting-started-building-your-own-automations\/\" rel=\"nofollow noopener\" target=\"_blank\">automation.<\/a><\/li>\n  <\/ul>\n  <p>This template will demonstrate some of the <strong>most common<\/strong> <a href=\"https:\/\/www.process.st\/checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">checklist<\/a> functions, but <a href=\"https:\/\/process.st\" rel=\"nofollow noopener\" target=\"_blank\">Process Street<\/a> offers a <strong>broad range<\/strong> of <a href=\"https:\/\/www.process.st\/product\/?gclid=EAIaIQobChMI3YCrtqzw6wIVlM_tCh3cxgXeEAAYASADEgKocPD_BwE\" rel=\"nofollow noopener\" target=\"_blank\">features.<\/a> Check out our <a href=\"https:\/\/www.process.st\/help\/docs\/getting-started\/\" rel=\"nofollow noopener\" target=\"_blank\">Getting Started guides<\/a> for <strong>detailed explanations<\/strong> of <a href=\"https:\/\/www.process.st\/workflow-automation\/\" rel=\"nofollow noopener\" target=\"_blank\">workflow automation<\/a><strong> tools,<\/strong> such as:<\/p>\n  <ul>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/stop-tasks\/\" rel=\"nofollow noopener\" target=\"_blank\">Stop tasks<\/a>&nbsp;\u270b<\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/conditional-logic\/\" rel=\"nofollow noopener\" target=\"_blank\">Conditional logic \ud83e\udd89<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/dynamic-due-dates\/\" rel=\"nofollow noopener\" target=\"_blank\">Dynamic due dates<\/a>&nbsp;\u23f1<\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/task-permissions\/\" rel=\"nofollow noopener\" target=\"_blank\">Task permissions \ud83c\udfc1<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/task-assignments\/\" rel=\"nofollow noopener\" target=\"_blank\">Task assignments \ud83d\udcda<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/role-assignments\/\" rel=\"nofollow noopener\" target=\"_blank\">Role assignments \ud83d\udc31\u200d\ud83c\udfcd<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/embed-widget\/\" rel=\"nofollow noopener\" target=\"_blank\">Embed widget \u2699<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/webhooks\/\" rel=\"nofollow noopener\" target=\"_blank\">Webhooks \u2728<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/approvals\/\" rel=\"nofollow noopener\" target=\"_blank\">Approvals<\/a>&nbsp;\u2705<\/li>\n   <li><a href=\"https:\/\/www.process.st\/pricing\/\" rel=\"nofollow noopener\" target=\"_blank\">And more! \ud83d\udd2e<\/a><\/li>\n  <\/ul>\n  <p>Throughout the template, you'll see <strong>prompts<\/strong> where you can <strong>add relevant information.<\/strong><\/p>\n  <p>Once you add this template to your <a href=\"https:\/\/www.process.st\/product\/?gclid=EAIaIQobChMI3YCrtqzw6wIVlM_tCh3cxgXeEAAYASADEgKocPD_BwE\" rel=\"nofollow noopener\" target=\"_blank\">account,<\/a> you can <a href=\"https:\/\/www.process.st\/help\/docs\/getting-started-run-a-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">run it as a checklist<\/a> within Process Street, or you can <a href=\"https:\/\/www.process.st\/help\/docs\/exporting-templates\/\" rel=\"nofollow noopener\" target=\"_blank\">export the template<\/a>&nbsp;as a PDF.<\/p>\n  <p>For examples of some <strong>pre-made QA checklists,<\/strong> have a look at the following templates:<\/p>\n  <ul>\n   <li>Call Center Quality Assurance Audit Template<\/li>\n   <li>Call Center Outbound Sales Quality Assurance Form&nbsp;<\/li>\n   <li>Call Center Sales Quality Assurance Form<\/li>\n   <li>Call Center Customer Service Quality Assurance Form&nbsp;<\/li>\n   <li>Call Center Helpdesk Quality Assurance Form<\/li>\n  <\/ul>\n  <p><strong>Let's create a template!<\/strong><\/p>\n <\/div>\n<\/section>\n<section id=\"details\">\n <h2>Details:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">This is an example of a<strong> heading.<\/strong> You can use headings to <strong>include extra information or media<\/strong>&nbsp;or you can l<strong>eave them empty.<\/strong><br><br>\n   If the heading is <strong>left empty,<\/strong> the user will automatically <strong>skip over it<\/strong> to the <strong>next task<\/strong> when the checklist is run.&nbsp;<\/p>\n  <p class=\"style-warning\">Text boxes have a number of <strong>formatting options.<\/strong> You can use <strong>colored boxes<\/strong> like these, or change how the <strong>text looks.<\/strong><\/p>\n  <hr>\n  <h3>Different text sizes<\/h3>\n  <h4>can help break up information<\/h4>\n  <h5>and draw attention to certain text.<\/h5>\n  <hr>\n  <p><span style=\"color: #00b4a6;\">You can also adjust the text color.&nbsp;<\/span><\/p>\n  <p><span style=\"color: #00b4a6;\"><span style=\"background-color: #ffd0b9;\"><span style=\"color: #333333;\">Or highlight it, instead.<\/span>&nbsp;<\/span><\/span><\/p>\n <\/div>\n<\/section>\n<section id=\"document-revision-history\">\n <h2>Document revision history<\/h2>\n <div class=\"text-content\">\n  <h4>Revision History<\/h4>\n  <ul>\n   <li>[revision number] - [date] - [nature of changes] - [approved by]<\/li>\n   <li>[revision number] - [date] - [nature of changes] - [approved by]<\/li>\n   <li>[revision number] - [date] - [nature of changes] - [approved by]<\/li>\n   <li>[revision number] - [date] - [nature of changes] - [approved by]<\/li>\n  <\/ul>\n  <p><strong>Responsibility<\/strong>:&nbsp;<em>Note who is responsible for this procedure and why it is their responsibility.<\/em><\/p>\n  <hr>\n  <p><strong>Definitions<\/strong>:&nbsp;<em>Use this section to explain any acronyms or technical terms which are used throughout the procedure. You can use bullet points.<\/em><\/p>\n  <ul>\n   <li><em>TT - Technical terminology<\/em><\/li>\n   <li><em>ISK - Industry specific knowledge<\/em><\/li>\n   <li><em>ETC - Et cetera<\/em><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"enter-checklist-details\">\n <h2>Enter checklist details<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-warning\" style=\"text-align: center;\"><span style=\"color: #333333;\">Rename the title of this step to reflect the action required.<\/span><\/p>\n  <p>It's a good idea to get some <strong>basic information<\/strong> at the start of a checklist - who's using the checklist, the date, contact information, etc.<\/p>\n  <p>We like to use a<strong> stop task<\/strong> here to make sure <strong>every field<\/strong> is completed before <strong>moving on.<\/strong><\/p>\n  <p class=\"style-danger\"><strong><em>Stop tasks stop a checklist at that point. No tasks past that point can be completed until the stop task is completed.<\/em><\/strong><\/p>\n  <p>Check out some of the <strong>example fields<\/strong> below for different ways to <strong>collect information<\/strong> with your checklist.&nbsp;<\/p>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/f77679dc-e622-42e8-80f8-25138c9b5334\/uoqlv3f5zKiXtoP2MvVDSA.jpg\" alt=\"Enter checklist details\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/f77679dc-e622-42e8-80f8-25138c9b5334\/uoqlv3f5zKiXtoP2MvVDSA.jpg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/lRoX0shwjUQ\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n <\/div>\n <div class=\"date-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Date of audit <\/label>\n   <div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Quality assurance agent <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Employee name <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"email-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Supervisor's email <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"auditing-process\">\n <h2>Auditing Process:<\/h2>\n <div class=\"text-content\">\n  <p class=\"style-info\">We recommend <strong>starting<\/strong> tasks with an <strong>actionable word,<\/strong> such as <strong><em>document<\/em>,&nbsp;<em>enter<\/em>,<\/strong> or&nbsp;<strong><em>perform<\/em>.<\/strong> This makes it <strong>clear<\/strong> to the user <strong>what is expected<\/strong> of them in <strong>each task.<\/strong><\/p>\n  <p><strong>You want your tasks to be brief.<\/strong>&nbsp;<\/p>\n  <p>Some tasks may <strong>require explanations<\/strong> but only include <strong>vital information.<\/strong>&nbsp;<\/p>\n  <p>You should also <strong>limit<\/strong> each task to only <strong>one action.<\/strong> The idea is to <strong>break a process<\/strong> down to its most <strong>basic steps<\/strong> so it's completed <strong>efficiently and accurately.<\/strong><strong><\/strong><\/p>\n <\/div>\n<\/section>\n<section id=\"perform-task-1-rename-to-reflect-action\">\n <h2>Perform Task 1 [rename to reflect action]<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/268e7c3c-ffa8-4aa8-85c0-dba54dbf0baa\/rDQHA8rGQn72e-6_u7JHiQ.jpg\" alt=\"Perform Task 1 [rename to reflect action]\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/268e7c3c-ffa8-4aa8-85c0-dba54dbf0baa\/rDQHA8rGQn72e-6_u7JHiQ.jpg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/GOMhuCj-O9w\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n <\/div>\n <div class=\"text-content\">\n  <p>You can also use<a href=\"https:\/\/www.process.st\/help\/docs\/image-widget\/\" rel=\"nofollow noopener\" target=\"_blank\"> images<\/a> or <a href=\"https:\/\/www.process.st\/help\/docs\/video-widget\/\" rel=\"nofollow noopener\" target=\"_blank\">videos<\/a> to display <strong>helpful media<\/strong> the employee can use to <strong>complete the task.&nbsp;<\/strong><\/p>\n <\/div>\n <div class=\"video-content\">\n  <div class=\"iframe-container\">\n   <iframe src=\"https:\/\/www.youtube.com\/embed\/CyDHCV1YBb0?modestbranding=1&amp;showinfo=0\" frameborder=\"0\" allowfullscreen=\"true\"> <\/iframe>\n  <\/div>\n  <div class=\"description\">\n   Use videos to convey instructions quickly!\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"task-2-using-files\">\n <h2>Task 2 [using files]<\/h2>\n <div class=\"text-content\">\n  <p>The <a href=\"https:\/\/www.process.st\/help\/docs\/file-widget\/\" rel=\"nofollow noopener\" target=\"_blank\">file widget<\/a> allows you to upload files to your&nbsp;<a href=\"https:\/\/www.process.st\/help\/docs\/templates\/\" rel=\"nofollow noopener\" target=\"_blank\">templates<\/a>&nbsp;for anyone to access.<\/p>\n  <p>For example, you could upload a copy of your <strong>call scripts<\/strong> so your quality assurance agents <strong>can access<\/strong> them quickly during an audit.&nbsp;<\/p>\n  <p>The<strong> file widget<\/strong> supports uploading of&nbsp;<strong>ALL<\/strong>&nbsp;<strong>file types up to 250MB<\/strong>.<\/p>\n  <p>You can <strong>also prompt<\/strong> users to <strong>upload files.<\/strong> You may want the <strong>QA agent to add<\/strong> the <strong>previous audit<\/strong> report, or <strong>customer feedback<\/strong> from another channel.&nbsp;<\/p>\n <\/div>\n <div class=\"file-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Upload report <\/label>\n   <div class=\"file-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"task-3-form-fields\">\n <h2>Task 3 [form fields]<\/h2>\n <div class=\"text-content\">\n  <p>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.<\/p>\n  <p>Long text fields expand as you type, allowing you to enter more information.<br><br>\n   The email field checks that an entered email address fits the correct formatting.&nbsp;<\/p>\n  <p>The website field works the same way: it verifies the website entered uses the proper format.&nbsp;<\/p>\n  <p class=\"style-danger\"><strong>NOTE:<\/strong> These fields <strong>do not<\/strong> verify the <strong>address is correct;<\/strong> just that it follows the <strong>correct format.<\/strong><\/p>\n  <p><strong>Read more<\/strong> about what all the different <strong>form fields<\/strong> can do<a href=\"https:\/\/www.process.st\/help\/docs\/form-fields\/\" rel=\"nofollow noopener\" target=\"_blank\"> here.<\/a><\/p>\n <\/div>\n <div class=\"text-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Enter customer's name <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Enter the customer's address <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n <div class=\"email-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Enter an email address <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"url-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Enter a website <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"task-4-conditional-logic\">\n <h2>Task 4 [conditional logic]<\/h2>\n <div class=\"text-content\">\n  <p><a href=\"https:\/\/www.process.st\/help\/docs\/conditional-logic\/\" rel=\"nofollow noopener\" target=\"_blank\">Conditional Logic<\/a> is a <strong>powerful feature<\/strong> that allows you to create truly dynamic&nbsp;<a href=\"https:\/\/www.process.st\/help\/docs\/running-checklists\/\" rel=\"nofollow noopener\" target=\"_blank\">checklists<\/a>&nbsp;with<strong>&nbsp;<\/strong><strong><em>if-this-then-that<\/em>&nbsp;logic.<\/strong><\/p>\n  <p>Conditional Logic can be used on <strong>individual features<\/strong> within a task, or on an <strong>entire task itself. <\/strong><\/p>\n  <p>In the <strong>dropdown field,<\/strong> if the answer is <strong>\"Yes,\"<\/strong> a multi-choice <strong>field appears<\/strong> below with further options.&nbsp;<\/p>\n  <p>You can use the <strong>same process<\/strong> to trigger whether an<strong> entire task is visible or not.<\/strong> If a particular <strong>procedure isn't used<\/strong> during an audit, this <strong>feature<\/strong> <strong>prevents<\/strong>&nbsp;going through <strong>unnecessary steps.&nbsp;<\/strong><\/p>\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Does the agent need to transfer the call? <\/label> <select disabled class=\"form-control\"> <option value=\"An option will be selected here\">An option will be selected here<\/option> <\/select>\n  <\/div>\n  <ul class=\"items\">\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      1\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Yes\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      2\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     No\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/0722927a-64cd-4c17-941b-01676367e78f\/hqyXkUMGlGIR0dSIDEJPkw.jpg\" alt=\"Task 4 [conditional logic]\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/0722927a-64cd-4c17-941b-01676367e78f\/hqyXkUMGlGIR0dSIDEJPkw.jpg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/BkkVcWUgwEk\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n <\/div>\n <div class=\"multi-choice-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Select the actions performed by agent <\/label> <select disabled class=\"form-control\"> <option value=\"\">Multiple options can be selected from this list<\/option> <\/select>\n  <\/div>\n  <ul class=\"items\">\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      1\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Explained where customer would be transferred\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      2\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Asked permission to transfer\/place on hold\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      3\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Briefed colleague on issue\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      4\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Successfully transferred call\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"task-5-integrations\">\n <h2>Task 5 [integrations]<\/h2>\n <div class=\"text-content\">\n  <p>We often use <a href=\"https:\/\/www.process.st\/help\/docs\/zapier\/\" rel=\"nofollow noopener\" target=\"_blank\">Zapier<\/a> to <strong>trigger actions<\/strong> based on the <strong>completion of items<\/strong> in our checklists. Zaps can be used to import or export data, process calculations, format dates and times, and even update other apps.&nbsp;<\/p>\n  <p>For example, <strong>a zap<\/strong> could be created to <strong>add the scores<\/strong>&nbsp;during an audit and <strong>produce a total<\/strong> or percentage <strong>at a later point<\/strong> in the checklist.<\/p>\n  <p>This not only<strong>&nbsp;saves time,<\/strong> but <strong>prevents human error.<\/strong><\/p>\n  <p>Through Zapier, <strong>Process Street<\/strong> is able to <strong>connect with 2,000+ apps.<\/strong><\/p>\n  <p>You can see a few examples here:<\/p>\n  <ul>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/salesforce\/\" rel=\"nofollow noopener\" target=\"_blank\">Salesforce + Process Street Integration<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/zendesk\/\" rel=\"nofollow noopener\" target=\"_blank\">Zendesk + Process Street Integration<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/slack\/\" rel=\"nofollow noopener\" target=\"_blank\">Slack + Process Street Integration<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/gmail\/\" rel=\"nofollow noopener\" target=\"_blank\">Gmail + Process Street Integration<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/hellosign-process-street-integration\/\" rel=\"nofollow noopener\" target=\"_blank\">HelloSign + Process Street Integration<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/dropbox\/\" rel=\"nofollow noopener\" target=\"_blank\">Dropbox + Process Street Integration<\/a><\/li>\n  <\/ul>\n  <p>...and more! Find a <strong>complete list<\/strong> of <a href=\"https:\/\/www.process.st\/help\/?s=integration&amp;ht-kb-search=1&amp;lang\" rel=\"nofollow noopener\" target=\"_blank\">integration materials<\/a> in our <a href=\"https:\/\/www.process.st\/help\/\" rel=\"nofollow noopener\" target=\"_blank\">help library.<\/a><\/p>\n <\/div>\n<\/section>\n<section id=\"task-6-subtasks\">\n <h2>Task 6 [subtasks]<\/h2>\n <div class=\"text-content\">\n  <p><a href=\"https:\/\/www.process.st\/help\/docs\/how-subtask-work\/\" rel=\"nofollow noopener\" target=\"_blank\">Subtasks<\/a> are smaller&nbsp;<a href=\"https:\/\/www.process.st\/help\/docs\/what-is-a-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">checklists<\/a>&nbsp;that can be <strong>placed inside a task.<\/strong><\/p>\n  <p>They are perfect for <strong>breaking complex tasks<\/strong> into <strong>smaller steps<\/strong> whilst still <strong>tracking your progress.<\/strong><\/p>\n  <p>For example, if you're auditing <strong>a sales call,<\/strong> and one of the tasks is to evaluate the <strong>call wrap-up,<\/strong> the agent needs to complete a <strong>series of smaller tasks<\/strong> in order to do that.&nbsp;<\/p>\n  <p>There are a <strong>few options<\/strong> to deal with this:&nbsp;<\/p>\n  <ol>\n   <li><strong>bullet\/numbered lists<\/strong> keeping track of each step<\/li>\n   <li>multi-choice fields, where <strong>multiple selections<\/strong> can be made<\/li>\n   <li><strong>subtasks<\/strong><\/li>\n  <\/ol>\n  <p>In this case, <strong>subtasks<\/strong> are both <strong>more actionable and more efficient<\/strong> than the other options. You just need to<strong> click a button<\/strong> to tick off each item <strong>as it happens.&nbsp;<\/strong><\/p>\n <\/div>\n <div class=\"multi-select-content form-field-content\">\n  <div class=\"form-group\">\n   <label> (Subtasks) <\/label>\n  <\/div>\n  <ul class=\"items\">\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      1\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Confirmed price with customer\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      2\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Verified customer authorized to make payment\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      3\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Confirmed payment processed\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      4\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Explained timeframe and next steps\n    <\/div><\/li>\n   <li class=\"item\">\n    <div class=\"step-number-container\">\n     <div class=\"step-number\">\n      5\n     <\/div>\n    <\/div>\n    <div class=\"step-checkbox-container\">\n     <div class=\"step-checkbox\"><\/div>\n    <\/div>\n    <div class=\"item-name-static\">\n     Thanked customer\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"task-7-variables\">\n <h2>Task 7 [variables]<\/h2>\n <div class=\"text-content\">\n  <p><a href=\"https:\/\/www.process.st\/help\/docs\/variables\/\" rel=\"nofollow noopener\" target=\"_blank\">Variables<\/a> are an easy way to display <a href=\"https:\/\/www.process.st\/help\/docs\/global-variables\/\" rel=\"nofollow noopener\" target=\"_blank\">\"variable\" information<\/a> that's <strong>unique<\/strong> to each <strong>checklist or template.&nbsp;<\/strong><\/p>\n  <p>For example, <strong>variables<\/strong> have been used to <strong>populate the text box<\/strong> below with data <strong>entered earlier<\/strong> in the checklist.&nbsp;<\/p>\n <\/div>\n <div class=\"text-content\">\n  <p><span style=\"text-decoration: underline;\">Customer Contact Information<\/span><\/p>\n  <p>{{form.Enter_customer's_name}}<\/p>\n  <p>{{form.Enter_the_customer's_address}}<\/p>\n  <p>{{form.Enter_an_email_address}}<\/p>\n  <p>{{form.Enter_a_website}}<\/p>\n <\/div>\n <div class=\"date-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Schedule coaching meeting <\/label>\n   <div class=\"date-container\">\n    <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"task-8-email-widget\">\n <h2>Task 8 [email widget]<\/h2>\n <div class=\"text-content\">\n  <p><strong>Variables<\/strong> can also be used <strong>in conjunction<\/strong> with the <a href=\"https:\/\/www.process.st\/help\/docs\/email-widget\/\" rel=\"nofollow noopener\" target=\"_blank\">email widget.<\/a>&nbsp;<\/p>\n  <p>The <strong>email widget<\/strong> allows you to <strong>add pre-written emails<\/strong> to your templates. <strong>Anyone<\/strong> running the checklist can then <strong>send the email<\/strong> with a click of a button.<\/p>\n  <p>Variables make this even <strong>more convenient.<\/strong> As you'll see in the example below, <strong>the email<\/strong> has been <strong>populated with data<\/strong> already entered into the checklist like the text box in the previous task.<\/p>\n <\/div>\n<\/section>\n<section id=\"complete-checklist\">\n <h2>Complete checklist<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/7007ac6e-6017-4186-ae33-e481b2988de5\/layyHGTbDrD62tglAuBCtw.jpg\" alt=\"Complete checklist\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/7007ac6e-6017-4186-ae33-e481b2988de5\/layyHGTbDrD62tglAuBCtw.jpg\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  <p style=\"text-align: center;\"><a href=\"https:\/\/unsplash.com\/photos\/Sk-C-om9Jz8\" rel=\"nofollow noopener\" target=\"_blank\">(Source)<\/a><\/p>\n <\/div>\n <div class=\"text-content\">\n  <p class=\"style-success\">Once the<strong> last task<\/strong> is finished, the <strong>checklist is completed!&nbsp;<\/strong><\/p>\n  <p>To <strong>get the most<\/strong> out of Process Street checklists, use <strong>these resources<\/strong> to help you edit <strong>your templates:<\/strong><\/p>\n  <ul>\n   <li><a href=\"https:\/\/www.process.st\/help\/docs\/getting-started\/\" rel=\"nofollow noopener\" target=\"_blank\">Getting Started with Process Street<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/what-is-bpm\/\" rel=\"nofollow noopener\" target=\"_blank\">What is BPM? The Ultimate Guide to Getting Started<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/business-process-management-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">The Complete Guide to Business Process Management (ebook)<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/business-process-automation-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">The Ultimate Guide to Business Process Automation (ebook)<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/small-business-automation-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">Ultimate Guide to Small Business Automation with Zapier (ebook)<\/a><\/li>\n   <li><a href=\"https:\/\/www.youtube.com\/watch?v=12-njGvVKzY\" rel=\"nofollow noopener\" target=\"_blank\">Process Street Webinar - Conditional Logic<\/a><\/li>\n  <\/ul>\n  <p>In the next heading, there is a list of <strong>related checklists<\/strong> you might <strong>find useful<\/strong> when setting up your<strong> quality assurance processes.<\/strong>&nbsp;<\/p>\n  <p>Not all of them are <strong>specific to call centers,<\/strong> but many - like the <strong>customer service<\/strong> and <strong>sales checklists<\/strong> - will have a lot of overlap with the <strong>needs of your call center.<\/strong><\/p>\n <\/div>\n<\/section>\n<section id=\"related-checklists\">\n <h2>Related Checklists:<\/h2>\n <div class=\"text-content\">\n  <ul>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-quality-assurance-audit-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Quality Assurance Audit Template<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-customer-service-quality-assurance-form\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Customer Service Quality Assurance Form<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-sales-quality-assurance-form\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Sales Quality Assurance Form&nbsp;<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-outbound-sales-quality-assurance-form\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Outbound Sales Quality Assurance Form<\/a>&nbsp;<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-helpdesk-quality-assurance-form\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Helpdesk Quality Assurance Form<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-agent-training-program-checklist-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Agent Training Program Checklist Template<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-quality-assurance-qa-agent-training-process-checklist-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Quality Assurance (QA) Agent Training Process Checklist Template<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-metrics-calculation-checklist-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Metrics Calculation Process Checklist Template<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/daily-supervisor-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Daily Supervisor Checklist<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/manager-weekly-report-checklist-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Manager Weekly Report Checklist Template<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-sla-metrics-tracking\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center SLA Metrics Tracking Process Template<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-sla-management\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center SLA Management Checklist Template<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/call-center-employee-onboarding-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Call Center Employee Onboarding Checklist<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-service-performance-review-4\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Representative Performance Review Checklist<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-service-training\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Training<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-service-representative-job-description-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Representative Job Description Template<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/daily-customer-service-duties\/\" rel=\"nofollow noopener\" target=\"_blank\">Daily Customer Service Duties<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-service-interview-process-with-questions\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Interview Process With Questions<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/cold-calling-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Cold Calling Checklist\u2003<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/contact-prospects-via-phone-and-email-3\/\" rel=\"nofollow noopener\" target=\"_blank\">Contact Prospects via Phone and Emai<\/a>l\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/employment-termination-checklist\/\" rel=\"nofollow noopener\" target=\"_blank\">Employment Termination Checklist<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-complaint-procedure\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Complaint Procedure<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/customer-feedback\/\" rel=\"nofollow noopener\" target=\"_blank\">Customer Feedback\u2003<\/a><\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/employee-complaint-procedure\/\" rel=\"nofollow noopener\" target=\"_blank\">Employee Complaint Procedure<\/a>\u2003\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/training-plan-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Training Plan Template<\/a>\u2003<\/li>\n   <li><a href=\"https:\/\/www.process.st\/checklist\/employee-development-plan-template\/\" rel=\"nofollow noopener\" target=\"_blank\">Employee Development Plan<\/a>\u2003<\/li>\n   <li><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>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.&nbsp; All 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