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.