Seeking Sample Quality Evaluation Forms for Call Centers: What Should I Include?

Hello,

I am posting this for the second time. I work in an international call center and am in search of a quality evaluation form. I would like to include parameters such as convincing ability, presenting skills, opening call, closing call, wrap-up time, voice modulations, and accent/pronunciations.

It would be helpful to see some sample quality evaluation forms commonly used in call centers.

Thanks and regards,
Ayona

Hello,

I am still waiting for your suggestions. Can anybody please shed light on this matter?

I need a quality evaluation form for a call centre. I saw Abhishek's form, but that is not what I am looking for. I need something simpler that can grade the introduction, opening, pitch, closing, and rebuttals. If someone has a form like this, could I please have a look at it just to get an idea of how I can create one? Thank you.

It would immensely help to give a reply if you could state whether you are a student or employee and what the evaluation is about and its purpose. Have a nice day.

Hi! This is Ms. Lipika. I am new to this site. I am a Team Leader in a BPO and I am looking for a simple and straightforward call quality evaluation form. My department is an outbound call center wherein we make calls to customers and try to get them interested in online colleges. So, I need basic parameters to evaluate the calls, especially where they have made a sale. Anyone to help me out with this?

Find attached the Quality Audit form.

Regards,
Divya

I need a Quality Scorecard for the Survey Process. Can someone help me with all aspects like Process Knowledge, V/A?

Hello Team,

I need a format for evaluating call quality of call center agents.

Please search the web; you will find many ideas for framing one. For example, I found a lot of ideas at https://www.talkdesk.com/blog/sample...on-form-items/