Call Quality Assessment Form

Call Details

Select Division: *

Select Store: *

Select Corporate Department *

Select DC Department *

Evaluation Date * +

Time of call: *

Extension: *

Employee Name *

Selection Criteria *

Random sampling for quality assurance

Specific call selected for employee development

Evaluated by *

Rating Scale

Rate this employee using the following scale:

Unsatisfactory
Below Average
Average
Above Average
Excellent

Professionalism and Courtesy

When monitoring calls for professionalism and courtesy, look for specific indicators such as the person on the call addressing the customer by their name, using polite language (e.g., "please" and "thank you"), maintaining a calm and friendly tone, and actively listening to the customer's needs and concerns. Ensure the agent refrains from interrupting or showing frustration, and that they offer appropriate solutions or assistance. Make sure the correct greeting is used when answering the call.

Rate this employee in the following areas. *

	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Tone of voice is pleasant and engaging	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Call transfer observed protocol (communicating tarnsfer,waiting for consent, etc)	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
The Solution Provided Was Correct	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Follows the script to transfer a non-English speaking customer to a bilingual team member?	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Uses "Please " and "Thank You" throughout the call.	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Maintains composure during irate customer calls	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Internal customer identified themselves using first name	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Active listening, without interruptions	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Hold times kept under 1 minute	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable

Comments

Accuracy of Information

Evaluate the call for factual correctness, completeness, clarity, and consistency in information provided, ensuring reliability and accuracy in customer interactions.

Rate this employee in the following areas. *

	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
The information provided is correct and up to date	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
The Information provided is delivered clearly and precise	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable

Comments

Adherence to Company Policies and Procedures

When reviewing the call for adherence to company policies and procedures, closely examine if the agent consistently follows established guidelines, ensuring a standardized and compliant approach to customer interactions.

Adherence to Company Policies and Procedures: *

	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Policy Knowledge: Clearly understands company policy	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Consistency: Do they consistently apply policies and procedures across different situations?	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Exceptions Handling: How well do they manage exceptions while staying within policy boundaries?	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Decision-Making: Evaluate their decision-making process in alignment with company protocols.	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Escalation: How do they handle situations that require higher-level authorization or deviation from standard procedures?	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable
Opportunities: Utilized all cross-selling opportunities	Unsatisfactory	Below Average	Average	Above Average	Excellent	Not Applicable

Resolution of Customer Issues

Adherence to Company Policies and Procedures: *

	Unsatisfactory	Below Average	Average	Above Average	Excellent
Issue Understanding: Did the agent fully comprehend the customer's problem or query?	Unsatisfactory	Below Average	Average	Above Average	Excellent
Efficiency: How quickly and effectively did they address the issue without unnecessary delays?	Unsatisfactory	Below Average	Average	Above Average	Excellent
Problem-Solving: Assess their problem-solving skills and creativity in finding solutions.	Unsatisfactory	Below Average	Average	Above Average	Excellent
Empathy: Evaluate their empathy and customer-centric approach during issue resolution.	Unsatisfactory	Below Average	Average	Above Average	Excellent
Follow-Up: Check if they offer follow-up actions to ensure the issue is fully resolved.	Unsatisfactory	Below Average	Average	Above Average	Excellent
Customer Satisfaction: Gauge the customer's satisfaction with the resolution provided.	Unsatisfactory	Below Average	Average	Above Average	Excellent
Documentation: Ensure proper documentation of the issue and resolution steps for future reference.	Unsatisfactory	Below Average	Average	Above Average	Excellent

Additional Information

Should this employee receive additional training? *

Yes

No

N/A

Internal Customer WOWED the Customer *

Yes

No

N/A

Should this employee be considered for promotion? *

Yes

No

N/A

Should this employee be considered for termination? *

Yes

No

N/A

Additional Comments