SafetyCulture Summit 2020

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.

Author

Erick Brent Francisco

SafetyCulture staff writer

As a staff writer for SafetyCulture, Erick is interested in learning and sharing how technology can improve work processes and workplace safety. Prior to SafetyCulture, Erick worked in logistics, banking and financial services, and retail.