Template

Outbound Calls QA Checklist

by Paul Geer, from the Community

Use this outbound call quality assurance checklist to evaluate customer support interactions end to end. Assess first impressions, verification and security, tone and rapport, call navigation, transfers, problem ownership and resolution, knowledge base usage, and closing. Track CSAT, first call resolution, call duration, service level, and wrap time with Zendesk notes.

With SafetyCulture you can

Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

With SafetyCulture you can

Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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
Get
Template
Call Monitoring Form
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.
by Bobbi Verneman, from the Community
Downloads: 0
Get
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+
Get
Template
Call Center Audit Checklist 888 Info
Evaluate call center performance with this 888 Info audit checklist. Review agent greeting, verify client number, confirm call purpose, and assess problem resolution and professionalism. Check customer history review, accuracy of information, and responsiveness. Measure communication skills, active listening, empathy, tone consistency, and language use. Ensure confidentiality for students, staff, and systems. Verify minimal silence, correct closing, and satisfaction confirmation, with a reminder for call rating. Use this template to standardize QA, coach agents, and improve customer experience.
by Umrbek Murtazayev, from the Community
Downloads: 10+
Get

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

Get

Template

Call Monitoring Form

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.

by Bobbi Verneman, from the Community

Get

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

30+

Get

Template

Call Center Audit Checklist 888 Info

Evaluate call center performance with this 888 Info audit checklist. Review agent greeting, verify client number, confirm call purpose, and assess problem resolution and professionalism. Check customer history review, accuracy of information, and responsiveness. Measure communication skills, active listening, empathy, tone consistency, and language use. Ensure confidentiality for students, staff, and systems. Verify minimal silence, correct closing, and satisfaction confirmation, with a reminder for call rating. Use this template to standardize QA, coach agents, and improve customer experience.

by Umrbek Murtazayev, from the Community

10+

Get

Outbound Calls QA Checklist

About author

You might also like

Call Center Quality Assurance Form

Call Monitoring Form

Call Centre and TSA Call Monitoring Form

Call Center Audit Checklist 888 Info

You might also like

Call Center Quality Assurance Form

Call Monitoring Form

Call Centre and TSA Call Monitoring Form

Call Center Audit Checklist 888 Info