{"id":36183,"date":"2024-01-12T08:10:04","date_gmt":"2024-01-12T08:10:04","guid":{"rendered":"https:\/\/www.process.st\/templates\/call-center-quality-assurance-form-template\/"},"modified":"2024-04-03T16:48:55","modified_gmt":"2024-04-03T16:48:55","slug":"call-center-quality-assurance-form-template","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/call-center-quality-assurance-form-template\/","title":{"rendered":"Call Center Quality Assurance Form Template"},"content":{"rendered":"\n<section id=\"identify-type-of-call\">\n <h2>Identify type of call<\/h2>\n <div class=\"image-content\">\n  <figure>\n   <a href=\"https:\/\/ps-attachments.s3.amazonaws.com\/1fcbf5dd-57e5-408b-b90a-75eb55992491\/op0YI7gcDuXrk6rr6F5Leg.png\" alt=\"Identify type of call\" target=\"_blank\" rel=\"noopener\"> <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/ps-attachments.s3.amazonaws.com\/1fcbf5dd-57e5-408b-b90a-75eb55992491\/op0YI7gcDuXrk6rr6F5Leg.png\"> <\/a><!-- No caption -->\n  <\/figure>\n <\/div>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Call Type <\/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     Sales Inquiry\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     Customer Complaint\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     Technical Support Request\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     Billing Inquiry\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     Product Information\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"listen-to-the-entire-recorded-interaction\">\n <h2>Listen to the entire recorded interaction<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"file-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Recorded Interaction <\/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=\"evaluate-agent-greeting\">\n <h2>Evaluate agent greeting<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"multi-choice-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Agent Greeting <\/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     Clear Introduction\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     Polite Tone\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     Adherence to Guidelines\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     Friendly Attitude\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     Positive First Impression\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"assess-agents-product-knowledge\">\n <h2>Assess agent's product knowledge<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Product Knowledge <\/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     Excellent\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     Good\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     Average\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     Below Average\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     Poor\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"observe-agents-communication-skills\">\n <h2>Observe agent's communication skills<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"multi-choice-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Communication Skills <\/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     Active Listening\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     Clear Speech\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     Empathy\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     Adaptability\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     Appropriate Language\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"check-if-the-agent-adhered-to-the-companys-guidelines\">\n <h2>Check if the agent adhered to the company's guidelines<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Adherence to Guidelines <\/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     Fully Compliant\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     Mostly Compliant\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     Partially Compliant\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     Not Compliant\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     Not Applicable\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"evaluate-if-the-agent-addressed-customers-query\">\n <h2>Evaluate if the agent addressed customer's query<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Query Resolution <\/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     Fully Resolved\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     Partially Resolved\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     Not Resolved\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     Not Applicable\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"scrutinize-the-agents-problemsolving-skills\">\n <h2>Scrutinize the agent's problem-solving skills<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Problem-Solving Skills <\/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     Excellent\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     Good\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     Average\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     Below Average\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     Poor\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"assess-if-the-agent-empathized-with-the-customers-issue\">\n <h2>Assess if the agent empathized with the customer's issue<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"multi-choice-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Empathy <\/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     Understanding\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     Compassion\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     Supportiveness\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     Ability to Show Empathy\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     Customer-Focused\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"approve-empathy-displayed\">\n <h2>Approve: Empathy Displayed<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"multi-choice-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Empathy Displayed <\/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     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<\/section>\n<section id=\"monitor-if-the-agent-offered-any-additional-services-or-products\">\n <h2>Monitor if the agent offered any additional services or products<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"multi-choice-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Additional Services or Products Offered <\/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     Upselling\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     Cross-Selling\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     No Additional Offers\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     Not Applicable\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"evaluate-if-the-agent-appropriately-closed-the-call\">\n <h2>Evaluate if the agent appropriately closed the call<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"multi-choice-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Call Closure <\/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     Positive Note\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     Customer Satisfaction Confirmation\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     Follow-up Instructions\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     Clear Ending\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     Valued Customer\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"rate-the-overall-call-handling\">\n <h2>Rate the overall call handling<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"select-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Overall Call Handling <\/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     Excellent\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     Good\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     Average\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     Below Average\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     Poor\n    <\/div><\/li>\n  <\/ul>\n <\/div>\n<\/section>\n<section id=\"collect-data-on-interaction-timings\">\n <h2>Collect data on interaction timings<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"number-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Total Call Duration <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"number-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Hold Time <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"number-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Transfer Time <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n <div class=\"number-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Other Relevant Time Metrics <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"compile-and-summarize-the-evaluation-results\">\n <h2>Compile and summarize the evaluation results<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Evaluation Summary <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"provide-feedback-to-the-agent\">\n <h2>Provide feedback to the agent<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"textarea-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Feedback <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"approval-agent-feedback\">\n <h2>Approval: Agent Feedback<\/h2>\n <div class=\"approval-content\">\n  <div class=\"header\">\n   <div class=\"list-title\">\n    Will be submitted for approval:\n   <\/div>\n  <\/div>\n  <div class=\"approval-rule-subject-tasks-list\">\n   <ul class=\"list\">\n    <li>\n     <div class=\"approval-rule-subject-tasks-list-item\">\n      <div class=\"item\">\n       <div class=\"container\">\n        <span class=\"title\">Approve: Empathy Displayed<\/span>\n        <div class=\"body\">\n         Will be submitted\n        <\/div>\n       <\/div>\n      <\/div>\n     <\/div><\/li>\n   <\/ul>\n  <\/div>\n <\/div>\n<\/section>\n<section id=\"send-the-filled-out-quality-assurance-form-to-the-supervisor\">\n <h2>Send the filled out Quality Assurance Form to the Supervisor<\/h2>\n <div class=\"text-content\">\n  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.\n <\/div>\n <div class=\"email-field-content form-field-content\">\n  <div class=\"form-group\">\n   <label> Supervisor Email <\/label> <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>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. 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