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Overview
Complete
24 Aug 2018 / Bill Adams / Mike Hill / Jen B.
General Call Center Quality Assurance Form
Inspection score
90.91%
Failed items
1
Created actions
0
Customer Name
Bill Adams
Date and Time of Call

23rd Aug, 2018

2:00 PM +08

Name of Call Representative
Mike Hill
Name of QA Specialist
Jen B.
Evaluation Date and Time

24th Aug, 2018

3:30 PM +08

Failed items
1
Audit / End call
Did the agent offer further assistance at the end of the call?
No
Notes
Agent didn't ask if there's anything else he can help the customer with.
Audit
1
90.91%
Greeting
100%
Did the agent greet the customer according to the protocol?
Yes
Understanding the Customer's Need
100%
Did the agent use probing questions to understand the customer's need?
Yes
Solution Information
100%
Did the agent offer the most appropriate solution to meet the customer's needs?
Yes
Did the agent answer customer questions correctly?
Yes
Did the agent provide options to the customer (if applicable)?
N/A
Did the agent provide other resources (if applicable)?
Yes
Notes
Good job directing the customer to the newly created knowledge base.
Customer Service
100%
Did the agent follow the correct procedures for transferring a call (if applicable)?
Yes
Did the agent use empathetic listening skills?
Yes
Did the agent display a professional manner throughout the call?
Yes
Did the agent complete the call within the optimum call time while ensuring a positive experience for customer?
Yes
End call
1
50%
Did the agent offer further assistance at the end of the call?
No
Notes
Agent didn't ask if there's anything else he can help the customer with.
Did the agent close the call in an appropriate manner?
Yes
Completion
Observations / Recommendations
This was a good call overall and the customer sounded happy at the end despite being upset at the beginning of the call.
Full Name and Signature of QA Specialist
Jen B.
24th Aug, 2018 5:14 PM +08
Full Name and Signature of Employee
Mike Hill
24th Aug, 2018 5:13 PM +08