Call Monitoring Forms
Easily assess live and recorded calls, and document areas for improvement
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Published July 14th, 2020
What is Call Monitoring?
Call monitoring, also called agent monitoring or call logging, is the process conducted by call center managers to evaluate agent interactions with the customers. Subjected to quality assurance tests, live or recorded calls are evaluated with or without the agent’s knowledge to audit performance and improve quality of calls.
What are Call Monitoring Forms?
Call monitoring forms are vital tools used to asses call representatives’ understanding of customers’ needs, benchmark call protocols, and improve customer satisfaction scores. Call quality monitoring forms help QA specialists identify the areas for improvement, record observations, and provide recommendations that can help enhance the quality of customer interaction.
Use iAuditor as a call monitoring software to effectively perform call QA assessments and analyze collected data. Get started by downloading these free call center quality assurance form examples and customize them according to your processes and standards.
Best Call Center Monitoring Forms
General Call Center Quality Assurance Form
Use this General Call Center Quality Assurance Form to help evaluate calls and observe if representatives followed standard call protocols. This will help check if call representatives understand customer concern and offer the most appropriate solution. The form also covers the end call behavior of call representatives. Conclude the evaluation by providing observation and recommendation on how representatives can improve the quality of service. Use iAuditor to generate and capture data report and compare trends of failed responses through Analytics. You can also limit the editing permissions of your iAuditor users to make sure the QA templates are standard across the board.
Call Monitoring Form
Use this Call Monitoring Form to help QA specialists evaluate call representative’s service interaction with the customer. This will help check if call representative’s language accuracy, comprehension, reasoning skills, and customer rapport were: Exceptional, Effective, Below average, or Needs Improvement. Use iAuditor’s scoring feature to gain insights into how call representatives are performing over time. Determine frequently failed responses and know which to prioritize for action plans.
Comprehensive Sample Call Center Quality Monitoring Form
This Comprehensive Call Center Quality Monitoring template offers a more detailed assessment of employee call interaction with customers. Begin with the evaluation of how the call began, observe representative’s problem-solving methods, call etiquette, and script compliance. Note other observations and provide recommendations. iAuditor templates are fully customizable to suit your QA needs. Secure collected data via iAuditor’s cloud-based storage.
Call Center Employee Evaluation Template
This call center employee evaluation template is consists of 13 essential questions to evaluate how calls were handled. Observe if agents adhered with company policies and determine if agents were able to address customers’ needs with the appropriate tone of voice. Use iAuditor to document significant data and share QA reports with your QA team.
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