In this article, we will briefly cover the following:
- What are call center monitoring forms and a sample of it
- Who are quality assurance analysts
- When is the best time to conduct call monitoring
- Where is it ideal to conduct call monitoring
- A powerful tool for call quality monitoring
- Free call center quality monitoring forms
Also called call center quality assurance forms, call center monitoring forms are tools used by quality assurance teams to assess the calls of representatives and help set a benchmark to sustain the level of call quality across call centers.
Call quality monitoring forms help QA analysts by setting a standardized means of identifying areas for improvement, recognizing best practices, recording observations, and providing feedback that can help further improve the performance of call center representatives.
Sample Call Center Quality Monitoring Form
This sample call center quality monitoring form was built with the general best practices of call centers in mind. Downloadable as a digital monitoring form or as PDF, this call monitoring form follows the natural flow of a call and is composed of the following sections:
- Opening spiel or greeting
- Understanding the customer’s need
- Providing solution and service
- Closing the call
- QA analyst’s observations and recommendations
Usually, for call centers with in-house QA teams, the QA analysts are mostly from the same pool of talents who handled calls and were able to gain expertise over time on the products or services that call center agents are handling. They provide feedback to call center agents and work closely with team managers to help improve team performance and elevate the level of call quality.
In the case of recorded calls, the best time to conduct call monitoring is soon after a call is made. The earlier that QA analysts provide feedback on areas for improvement, the sooner can call center agents have the opportunity to correct non-compliance.
QA teams ideally have a dedicated area or room where call monitoring can be conducted without disruptive noise and where interruptions can be avoided. Whether the calls being monitored are recorded or live, it is crucial that the QA area helps the QA analysts stay alert and concentrate in order to properly capture everything and be accurate with documentation about the calls being monitored.
iAuditor by SafetyCulture is a powerful mobile auditing app that can help QA analysts and team managers capture observations during call monitoring and generate reports that would be needed during feedback sessions with call center agents. As a tool that can help benchmark call center practices, any changes to call monitoring forms can be updated in the iAuditor software by the designated person and the changes will automatically update on the QA team’s call monitoring forms.
We have prepared these free call center monitoring forms that you can use on the iAuditor app or download as PDF. You can use the forms as is or edit them in iAuditor to better fit the needs of your call center.
Featured Call Center Monitoring Forms
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.