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Quality Check Parameters

Call scoring evaluation forms have become an invaluable tool for call centers to analyze agent performance from live and recorded calls. These forms help provide feedback during coaching sessions and increase agent motivation to improve. A sample evaluation form is provided covering greetings, account verification, problem solving abilities, call handling skills, customer service quality, and more. Filling out these forms helps identify areas for improvement and build an action plan to enhance call center effectiveness.

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Arman Ali
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© © All Rights Reserved
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Download as PDF, TXT or read online on Scribd
400 views

Quality Check Parameters

Call scoring evaluation forms have become an invaluable tool for call centers to analyze agent performance from live and recorded calls. These forms help provide feedback during coaching sessions and increase agent motivation to improve. A sample evaluation form is provided covering greetings, account verification, problem solving abilities, call handling skills, customer service quality, and more. Filling out these forms helps identify areas for improvement and build an action plan to enhance call center effectiveness.

Uploaded by

Arman Ali
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Call Center Call Scoring

Evaluation Form Items

Enhance transparency and regularity of quality


assurance practices within your call center.

Greeting

Account Verification

Contact Information
Confirmation

Cloud-Based Call Center Software


www.talkdesk.com/free-trial
Call center managers are increasingly utilizing call scoring evaluation
forms to analyze live and recorded calls and reaping incredible
benefits as a result. For example, call scoring evaluation forms have
quickly become an invaluable tool for enhancing the transparency
and regularity of quality assurance practices in the call center.

These forms have also helped enrich feedback provided to agents


during coaching sessions and increased agent motivation to improve
performance. As a result, call scoring evaluation forms have become a
mainstay in many high-performing call centers.

A sample call scoring evaluation form can be found below. Print it out
and begin using it to monitor calls. Engaging in this process will help
you quickly identify areas for improvement, which will enable you to
build out a data-driven action plan.

Cloud-Based Call Center Software


www.talkdesk.com/free-trial
Greeting - Did your agent...
Adhere to the greeting script?
Identify themselves to the customer?
Mention your company name?
State that the call was being recorded?
Ask for the caller’s name?
Thank the customer for calling?

Account Verification - Did your agent...


Verify the customer’s account using the appropriate information
(e.g. spelling of first and last name, account number, etc.)?
Easily access the customer’s account with the information provided?
Adapt their account verification questions accordingly if the call
was transferred?

Contact Information Confirmation - Did your


agent ask for...
The caller to spell their name?
The caller’s company name?
The caller’s telephone number?
The caller’s email address?

Cloud-Based Call Center Software


www.talkdesk.com/free-trial
Problem-Solving Abilities - Did your agent...
Apologize for the issue and inconvenience associated
with the problem?
Take ownership of the problem?
Ask pertinent questions to accurately diagnose the
problem?
Request the error code message from the caller?
Use appropriate resources to address the issue?
Provide the most appropriate solution?
Inform the customer of the estimated timeline for
resolving their issue?
Inform the customer of relevant supporting
documentation to help resolve the issue?
Confirm that the issue was resolved or the transaction
was complete?
Address the caller’s issue sufficiently?
Provide a reference number to the customer after
resolving their issue?

Cloud-Based Call Center Software


www.talkdesk.com/free-trial
Protocol Compliance - Did your agent...
Document important information in the notes of
the call?
Receive prior authorization when negotiating prices,
offering discounts or giving refunds?
Quote the customer with the correct price for the
product or service?
Recommend the most appropriate product, service
or pricing plan?
Leverage upselling and cross-selling opportunities?
Inform their colleagues of a new bug, issue or
product defect?

Service Level Longest Wait Time Avg Abandon Time Avg Wait Time

Agents Live Calls

Cloud-Based Call Center Software


www.talkdesk.com/free-trial
Call-Handling Skills - Did your agent follow correct
procedures for...
Placing the customer on hold?
Transferring the call?
Conferencing in a colleague?
Escalating the call to a manager?

Customer Service Quality - Did your agent...


Use the caller’s name throughout the call?
Summarize the customer’s main points before troubleshooting
or offering a solution?
Receive the caller’s permission to place them on hold before
doing so?
Limit the duration of hold time to an appropriate amount?
Mute the caller when appropriate?
Answer the customer’s question correctly?
Transfer the call to a colleague, when necessary?
Conference in a colleague, when appropriate?
Adequately address the caller’s needs?
Transfer the call to a manager when the customer requested
for them to do so?

Cloud-Based Call Center Software


www.talkdesk.com/free-trial
Call Center Etiquette - Did your agent...
Use the proper pronunciation of the caller’s name?
Maintain proper tone, pitch, volume and pace throughout
the call?
Use courteous words and phrases?
Adapt their approach to providing service to the customer
based on the customer’s unique needs, communication style
and problem?
Avoid long silences during the call?
Avoid interrupting or talking over the customer?
Remain confident throughout the call?
Refrain from using complicated jargon?
Have a friendly, polite and professional demeanor?
Use active listening skills?

Script Compliance - Did your agent...


Adhere to the script?
Adequately adapt their approach to interacting with the
customer, within the scripts guidelines, when necessary?
Deviate from script when necessary?

Cloud-Based Call Center Software


www.talkdesk.com/free-trial
Closure - Did your agent...
Adhere to the call closure guidelines?
Adhere to the call closure script?
Set a follow-up appointment, if necessary?
Ask if the customer if they had any additional questions or
issues before ending the call?
Ask the caller if the service they were provided met their
standards?
Ask the caller if there was anything they could do to enhance
their quality of service?
Thank the customer for calling?

Follow-Up - Did your agent...


Follow up with customer within the agreed upon timeframe?
Introduce themselves to the customer and provide the reason
for their call?
Adequately address the customer’s questions?
Adequately resolve the customer’s issue(s), or provide a
timeframe for resolution?

Cloud-Based Call Center Software


www.talkdesk.com/free-trial
The above items should serve to guide you when developing
quality monitoring scorecards for your call center. When
careful consideration is taken in developing your call scoring
evaluation form items, the reliability and validity of the form will
be enhanced. This will result in more accurate data for evaluating
call center agent performance and will improve the overall
effectiveness of your quality monitoring practices.

How did you score?


More than one thousand companies, including industry leaders
such as Box, Hainan Airlines and Edmunds.com, use Talkdesk to
improve their customer relationships.

Give us a call for a free review of your worksheet. We will


be glad to help you understand your score, outline how a
partnership with Talkdesk can enhance your team’s
effectiveness and set up a live demo of our award-winning
call center solution.

1-844-332-2859
www.talkdesk.com/request-demo

Cloud-Based Call Center Software


www.talkdesk.com/free-trial

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