Call Monitoring Form

Name

Date

Greeting Yes No N/A

1 Did the agent say thank you for calling or apply a local greeting? x
2 Did the agent mention the company name? x
3 Did the agent mention his/ her name? x
4 Did the agent offer assistance to the caller? x
5 If the call was transferred did the agent adapt the greeting accordingly? x

Handle Contact
6 Did the agent ask for / confirm the caller's name? x
7 Did the agent ask for/ confirm the caller's company Name? x
8 Did the agent ask for / confirm the caller's telephone number? x
9 Did the agent ask for/ confirm the customer's account number? x

Transaction information
10 This section would be customised to your specific requirements x
11 x
12
13
14
15
16

Solution information
17 Did the agent offer the most appropriate solution to meet the caller's needs? x
18 Did the agent answer customer questions correctly? x

Notifications
19 Did the agent notify the customer of relevant documentation? x
20 Did the agent offer/ advise the contact reference number? x
21 Did the agent offer transaction confirmation?

Telephony skills
22 Did the agent follow the correct procedures for placing a customer on hold?
23 Did the agent follow the correct procedures for transferring a call?

End call
24 Did the agent offer further assistance at the end of the call?
25 Did the agent close the call in an appropriate manner

Soft skills
26 Did the agent avoid long silences during the call?
27 Did the agent interrupt or talk over the customer?
28 Did the agent display a professional manner throughout the call?
29 Did the agent pro-actively add value throughout the call?
30 Did the agent sound clear and confident throughout the call?
31 Did the agent refrain from using jargon throughout the call?
32 Did the agent sound friendly, polite and welcoming?
33 Did the agent use effective questioning skills?
34 Did the agent demonstrate active listening?
35 Did the agent adapt to the customer?

Total 7 5 3

Percent call quality score 58%