Template

Call Monitoring Form

by Bobbi Verneman, from the Community

Use this call monitoring form to evaluate call center or customer service interactions for dealer and specialty door teams. Assess greeting, needs analysis, solution accuracy, option offering, resource sharing, transfer procedures, empathy, professionalism, call duration, and closure. Include comments and signatures to document performance and coaching opportunities. Ideal for QA reviews and continuous improvement across support and sales teams.

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Digitize team workflows

Turn your workflows into digital templates or checklists so your team can conduct inspections efficiently and access them from any device.

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Help your team complete tasks more accurately with digital templates that minimize errors from manual processes.

Create and share inspection reports

Generate inspection reports and share them with your team and stakeholders to keep everyone informed.

About author

Community

This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

Template
Call Center Quality Assurance Form
This Call Center Quality Assurance form helps QA specialists evaluate customer calls against standard protocols. It covers greeting and call opening, probing questions to understand customer needs, solution accuracy and clarity, options and resources provided, transfer procedures, empathy and professionalism, call handling efficiency, and end-of-call practices such as offering further assistance and closing appropriately. The form includes sections for observations and recommendations plus signatures from the QA specialist and the employee. Use SafetyCulture to capture results, generate reports, and analyze trends to continuously improve service quality while controlling template permissions across teams.
by Hannah McGowan, from the Community
Downloads: 0
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Template
Klinik Call Center Audit Form
This Klinik Call Center Audit Form helps healthcare teams evaluate the quality of patient phone interactions. The checklist covers greeting and professionalism, clear communication, empathy, active listening, responsiveness, and efficiency, including prompt answer times and hold-time etiquette. It guides reviewers to assess problem identification and resolution, the accuracy and completeness of information provided, verification of patient status and contact details, and a patient‑centric approach. Final sections confirm proper call closure and capture observations and recommendations. Use this customizable template to drive consistent call handling, improve patient experience, support staff coaching, and strengthen compliance across clinic call centers.
by Heba Fadel, from the Community
Downloads: 0
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Template
Call Centre and TSA Call Monitoring Form
This call centre quality monitoring template helps supervisors assess call handling from start to finish. It covers greeting and identification, account verification, problem diagnosis and resolution, protocol compliance, and customer service skills including tone, pacing, active listening, and professionalism. Sections also review hold, transfer, and escalation procedures, vulnerability awareness, closure practices, and follow-up. Use it to document observations, score performance, and add recommendations for improvement. The template is customizable in SafetyCulture and supports secure, cloud-based record keeping.
by Mick Barker, from the Community
Downloads: 30+
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Template
Comprehensive Call Center Quality Monitoring Form
This comprehensive call center quality monitoring form helps QA specialists assess agent performance across every stage of a customer interaction. Review greeting and identification, account verification, call handling procedures, and overall etiquette including tone, clarity, and professionalism. Check script adherence and appropriate deviation when needed, and log observations, notes, and actionable recommendations. The form includes fields for QA specialist and employee signatures and is fully customizable in SafetyCulture, with secure cloud storage for captured data.
by daija thompson, from the Community
Downloads: 10+
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Call Monitoring Form

With SafetyCulture you can

Digitize team workflows

Reduce manual errors

Create and share inspection reports

About author

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Call Center Quality Assurance Form

Klinik Call Center Audit Form

Call Centre and TSA Call Monitoring Form

Comprehensive Call Center Quality Monitoring Form

You might also like

Call Center Quality Assurance Form

Klinik Call Center Audit Form

Call Centre and TSA Call Monitoring Form

Comprehensive Call Center Quality Monitoring Form