Call Center Customer Service Quality Assurance Form

Make no mistake: customer service representatives are the rock stars of your call center. 

On any given day, they can be guides, fact-finders, trouble-shooters, mediators, counsellors, friends, salespeople – the list is pretty endless. Basically, when that first call comes into your call center, your CSRs need to be ready to handle anything – exceptionally.

Customer service quality assurance audits will make sure that happens. Every call. Every customer. Every agent.

I feel you. Call center quality assurance audits are not fun. No one likes them - not the auditors, not the supervisors, and definitely not the agents. But they're a necessary evil, right?

Wrong. With this checklist template, I'm going to walk you through how Process Street can make your QA auditing experience fun, fast, and faultless, so it's no longer something your employees dread, but a vital tool to help them reach their full potential.

Using recommendations and guides from DMG Consulting, we've created a checklist of the most common situations your CSRs will handle. Bear in mind, this is just a template so it may not cover every eventuality, but that does mean you can easily customize it to fit your call center like a glove.

So what is Process Street?

Process Street is super-powered checklists. It’s the easiest way to manage your recurring tasks, procedures, and workflows.

Create a checklist template and run individual checklists for each member of your team. You can check tasks off as you work through them, set deadlines, add approvals, assign tasks, and track each team member's progress.

You can also connect to thousands of Apps through Zapier and automate your workflows even more.

Checklists should start like all good beginnings: establishing the who, what, when, where, and why.

This section deals with inputting all the essential information about the quality assurance audit.

Each task has a stop tasks in place to make sure nothing gets left out. 

A stop task stops a checklist at a particular point, preventing any task after that point from being completed until the stop task is complete. 

(Source)

First thing's first: Add names and emails of the agent, the agent supervisor, and the quality assurance auditor. Type them in the appropriate form fields below.

Using the tools on the right, you can customize this with as much or as little information as you need for each audit. 

If you want to edit this checklist template and its features (short text, email, dropdown, date entry, etc.) that's easy to do by clicking on the "edit template" button.

There are two main methods to perform call center quality assurance audits. 

Audits can be done in "real time", where quality assurance auditors monitor a call while it happens. This is either done by the auditor accessing the agent's system remotely, or by having the auditor sit next to the agent during the call. 

The other alternative is to use recorded calls. This method is more convenient for the auditor, and can happen any time - even while the agent isn't working. 

Either way, it's good to have a record of the call details for reference. 

This section of the process goes through every step of the audit. Since calls can be unpredictable, these tasks can be completed in any order to suit the auditor's needs.

Some of the tasks apply conditional logic, which uses if/then statements to hide irrelevant fields or tasks unless they meet the right criteria.

Check out this video for a brief overview of what conditional logic can do!

Call centers are often strapped for resources. You have a lot of agents, a lot of calls, high turnover, and not much time. Your QA auditors may even be fresh out of training. 

Don't worry - we've got you covered. This template is designed so even your most inexperienced agent can follow the steps and provide constructive feedback.

This section is worth 10 POINTS.

You can make note of any feedback or guidance you have for the agent in the long text box below.

(Source)

The simplest way to score an audit is with a 100 point scale, which each item equalling 1 point. At the end of the audit, add up the points to get a score.

Depending on your needs, though, you may want to increase the points for a particular section. For example, Section 1 is only worth 10 points, but this section is worth 30. 

Each action has a standardized value of 5 points, but you can also weigh specific questions or actions as worth more points. 

This section is worth 30 POINTS.

Here's an example of conditional logic at work:

If the answer is "yes" to any of the following three questions, then an additional task will be added to the list on the left. 

This streamlines the process for your auditors and makes sure they don't have to wade through unnecessary options to get to the tasks they need. 

Customers do not like being transferred. 

Sometimes, though, it's unavoidable.

In those cases, your agents need to have the appropriate soft skills to reassure the customer, but also the technical skills to transfer the call without dropping it.

This section is worth 10 POINTS.

It's undeniable that cross-selling and upselling are valuable tools for increasing revenue.

You have a 60-70% chance of cross-selling to a current customer, while there's only a 5-20% chance of converting a new prospect.

You need your sales agents at the top of their game so they don't inadvertently alienate your customer in the process.

This section is worth 20 POINTS.

Agents may not realize it, but finishing a call correctly is as important as the call itself. 

The wrong ending to a call can be disastrous in terms of customer perception.

Your agent may perform every step correctly, and then flub the wrap-up by cutting the customer off.

That's what your customer will remember.

That can be avoided by using the actions below.

This section is worth 10 POINTS.

Agents need to connect with the customer, while still behaving professionally. 

After all, your agents represent your company's values and ethos to your customer.

You want every action they take to reflect positively on your products, your services, and your company.

This section is worth 20 POINTS, with 5 BONUS POINTS.

Minimum points available is 70.

• Add 10 points if the call required a transfer.

• Add 20 points if the call involved a cross-selling opportunity.

Checklists are all about efficiency. You want your processes to be quick and easy for employees to follow.

Integrations let you connect your Process Street checklists to thousands of other apps to automate tasks behind the scenes.

Zapier can be used to add up the points scored in each section and auto-fill the field below once the Section 4 task is completed.

(Source)

The approval feature will streamline the feedback process by allowing the agent to acknowledge the results with the click of a button!

The video below will show you all about approval automation at Process Street.

Dynamic due dates let you adjust a task’s due date based on a varying factor unique to each checklist, like a date field or a task that has yet to be completed.

For example, this task's due date is set at 1 hour after the previous task is completed.

Zapier can automatically calculate the percentage from the previous task and input it in the field below. 

The last question is another example of conditional logic.

If coaching is needed, then a new task is added.

The text field below uses variables to collect information from the rest of the checklist into one location.

As you can see, the agent's name, auditor's name, final score, and feedback has all be automatically entered, saving the auditor valuable time.

Dear {{form.Agent_name}}:

Your QA audit was completed on {{form.Audit_date}} by {{form.Auditor_name}}.

Your QA Score is {{form.Final_score_(percentage)}}%.

Based on the call audited, {{form.Auditor_name}} provided the following feedback:

Greeting:
{{form.Greeting_feedback}}

Problem-solving:
{{form.Problem-solving_feedback}}

Transferring:
{{form.Transfering_feedback}}

Cross-selling:
{{form.Cross-selling_feedback}}

Call wrap-up:
{{form.Call_wrap-up_feedback}}

Professionalism:
{{form.Professionalism_feedback}}

This task will appear if the auditor needs to refer the agent for further training. 

The email widget has been used with checklist variables to generate an email that can be sent using the auditor's own email program.

(Source)

The only thing left to do is set the date for the agent's next quality assurance audit. 

Using Zapier once again, you can create a zap that calculates a date three months from the audit date and inputs it into the field below. Your auditor just needs to verify and complete the checklist.

Choose a schedule that works for you, your agents, and your company to bring the best out of everyone.

And that brings us to the end of your call center customer service quality assurance audit template!

Hopefully, going through this checklist has shown you some of the options you have with Process Street's super-powered checklists to document your processes, and instantly create an actionable workflow.

The point is to minimize human error, increase accountability, and provide employees with all of the tools and information necessary to complete their tasks as effectively as possible.

• DMG Consulting, LLC: Contact Center and Back Office Research and Consulting Services
• DMG Consulting - Contact Center QA Guide: Building a World-Class Quality Assurance Program
• Maria Deutscher - Getting "Transferred" Tops the List of Reasons We Hate Customer Service
• Sophia Bernazzani - Cross-Selling and Up-Selling: The Ultimate Guide
• Lindsay Willott - Excellent Customer Service Phrases Every Team Should Use
• SalesForce - Proven Call Center Best Practices: 6 Things a Rep Should Never Say

• Call Center Quality Assurance Structure Template
• Call Center Quality Assurance Audit Template
• Call Center Sales Quality Assurance Form 
• Call Center Outbound Sales Quality Assurance Form 
• Call Center Helpdesk Quality Assurance Form
• Call Center Quality Assurance (QA) Agent Training Process Checklist Template
• Call Center Agent Training Program Checklist Template
• Call Center Metrics Calculation Process Checklist Template
• Daily Supervisor Checklist
• Manager Weekly Report Checklist Template
• Call Center SLA Metrics Tracking Process Template
• Call Center SLA Management Checklist Template 
• Call Center Employee Onboarding Checklist 
• Customer Service Representative Performance Review Checklist 
• Customer Service Training 
• Customer Service Representative Job Description Template 
• Daily Customer Service Duties 
• Customer Service Interview Process With Questions 
• Cold Calling Checklist 
• Contact Prospects via Phone and Email 
• Employment Termination Checklist 
• Customer Complaint Procedure 
• Customer Feedback 
• Employee Complaint Procedure  
• Training Plan Template 
• Employee Development Plan