Published : April 4, 2025Providing excellent customer service is the top priority of any call center that seeks success. According to a study, 86% of customers are willing to pay more for a better customer service experience, making quality assurance monitoring crucial for call centers.
But how do you get there and maintain such consistently high-quality service delivery from agents? That comes from the call center quality monitoring forms, which are structured evaluation tools for assessing agent performance in improving customer interactions.
This guide will explain what a call monitoring form is and why it is important. Let’s start.
What Is A Quality Assurance Call Monitoring Form?
A quality assurance call monitoring form is a tool used by call center supervisors and quality assurance teams to evaluate the performance of the agent while interacting with customers. A checklist, outlines whether the agent has met the stipulated service provisions, abided by scripts, and been efficient in customer concern resolution.
These forms help a business keep to a uniform standard, tell the agents what they need to improve upon, and ultimately make for a better customer experience. A quality monitoring form will contain sections for agent behavior, problem-solving capacity, adherence to company policy, and levels of customer satisfaction.
Top 7 Reasons Why QA Call Monitoring Forms Are Used
The monitoring form for calls offers numerous advantages to organizations and customers. This is a guide to the importance of any call center:
1. Ensuring Consistent Service Quality
The call center quality monitoring form sets an unequivocal standard for all customer interactions, ensuring that each call is conducted properly. It also ensures consistency and a standard customer experience from different agents.
2. Identifying Training Needs
With call review templates, the analysis can reveal areas of common problems the agent is experiencing that could be improved. This assists in developing training programs specifically aimed at solving certain issues among agents.
3. Enhancing Customer Satisfaction
A good call quality monitoring form can demonstrate that the agent effectively addressed the inquiry advanced by the customer, which then later relates to customer satisfaction and loyalty. Satisfied customers return and often tell friends about their experience with the company.
4. Monitoring Compliance with Policies & Regulations
Many sectors, such as finance and healthcare, have regulations that allow for compliance. A customer service call center quality monitoring form ensures compliance with industry regulations, legal expectations, and company policies.
- Many sectors, such as finance and healthcare, have regulations that allow for compliance. For instance, financial institutions must comply with PCI-DSS guidelines when handling customer payment information, while healthcare call centers must ensure HIPAA compliance to protect patient data. A customer service call center quality monitoring form ensures compliance with industry regulations, legal expectations, and company policies.
5. Providing Constructive Feedback to Agents
A call center QA form allows managers to provide meaningful feedback to agents, improving communication, problem-solving, and overall performance.
6. Measuring Key Performance Metrics
Call centers depend on data to enhance operations. Call monitoring forms are used to keep track of crucial performance indicators, including call resolution time, customer satisfaction ratings, and agent effectiveness.
7. Improving First Call Resolution (FCR) Rates
A well-laid-out call center quality monitoring form can show whether the issue was solved in one call. Improving FCR means enhancing customer experience while lowering operational costs.
Call Center Monitoring: Best Practices & 6 Providers8 Things You Must Include In QA Call Monitoring Forms
A template for a call monitoring form will capture all the essential elements of an interaction with a customer. Here are the components that every sample call center quality monitoring form must include:
1. Call Details
Before analyzing the quality of a call, it’s important to record basic information about the interaction. These details help in organizing and referencing call evaluations. You can include details like:
- Date and time of the call: help track performance trends over time.
- Agent’s name and department: identify which team member handled the call.
- Customer details (if applicable): can include the customer’s name, account number, or contact information.
- Type of inquiry: classify the call ( sales, support, complaint, etc.)
- Call duration: help measure agent efficiency and productivity
2. Greeting & Professionalism
The first few seconds of a call set the tone for the entire interaction. A call center QA form should assess how well the agent greeted the customer and established a friendly, professional connection. You can include details like:
- Did the agent greet the customer politely?
- Did the tone of the agent communicate friendliness and professionalism?
- Did the agents properly introduce themselves?
3. Listening & Understanding
One of the most critical aspects of a customer service call center quality monitoring form is evaluating whether the agent actively listened to the customer and fully understood their concern. You can include details like:
- Did the agent actively listen to the customer’s concerns and acknowledge them?
- Did the agent ask any questions to clarify the issue?
- Did the agent avoid interrupting the customer?
4. Problem-Solving & Resolution
Customers contact support because they need a solution. A call review template must assess how effectively the agent resolved the issue. Some questions that can be included here are:
- Did the agent provide a simple and correct solution?
- Was the customer satisfied with the answer you gave them?
- Did the agent escalate the issue when necessary?
5. Compliance & Script Adherence
Many call centers require agents to follow specific scripts or guidelines to ensure compliance with industry regulations and company policies. This is especially important in highly regulated industries like finance, healthcare, and telecommunications. Here’s what you can include:
- Did the agent adhere to the company’s script and guidelines?
- Did the agent comply with any regulatory and legal obligations for the company?
- Did the agent provide all mandatory disclaimers?
6. Communication & Clarity
Clear communication is key to a successful customer interaction. A sample call center quality monitoring form must assess how well the agent conveyed information:
- Did the agent explain solutions in an easy-to-understand manner?
- Was the speech of the agent clear and professional?
- Did the agent refrain from using unnecessary jargon or complicated terms?
7. Customer Satisfaction & Call Closing
A call quality monitoring form should evaluate whether the agent made the customer feel valued and respected. Here are some questions that you can include:
- Did the agent check whether the customer was satisfied with the resolution of the topic at hand?
- Did the agent thank the customer for calling?
- Did the agent offer further assistance before hanging up?
Make these provisions and notes in your call center QA form to ensure comprehensive evaluation for all customer interactions.
8. Call Closing & Follow-Up
Ending a call properly is just as important as the introduction. A call center quality monitoring form should ensure the agent closes the conversation on a positive note.
- Did the agent summarize the resolution before ending the call?
- Did the agent ask, “Is there anything else I can help you with?”
- Did the agent thank the customer for calling?
- If needed, did the agent schedule a follow-up or provide additional contact information?
10 Effective Ways to Enhance Call Quality MonitoringHow to Build An Effective QA Form For Call Center Monitoring?
An organized and efficient call quality monitoring form cannot be built unless thought and organization are put into it. According to industry expert Achal Chhajed, “Customer service should not be a department; it should be the entire company.” Here is how to draw up a form that provides meaningful insights:
1. Identify Key Performance Metrics
Establish what aspects of customer interactions are most valuable for your business. Go for a quality level of service, problem-solving abilities, and company compliance.
2. Use A Rating System
A scoring system, such as a 1 to 5 scale, will allow an objective evaluation of agent performance. You may also include “Yes/No” checkboxes for compliance-required criteria.
3. Add Space For Comments
Encourage evaluators to comment in great detail on the individual excellence of the agents and the weak areas.
4. Make It Easy to Use
The call review template must be clear and simple so that supervisors can easily go through it and still not miss anything.
5. Customize For Your Call Center Needs
Different businesses have diverse objectives regarding customer service. Ensure that your call monitoring form is adjusted to reflect your company’s standards and requirements in the industry.
6. Continuously Improve the Form
Supervisors and agents should continue to provide feedback on the form and allow it to evolve as per need. The sample call center quality monitoring form must continue to evolve in order to adapt to the changing requirements of the business.
13 Best Call Monitoring SoftwareQuestions To Include In A QA Call Monitoring Form
In order for complete evaluations to be made, you should include the following key questions in the Call Center QA Form:
- Did the agent greet the customer with warmth?
- Did the agent correctly define the customer’s problem?
- Was the agent knowledgeable and self-assured in their answers?
- Did the agent provide a solution within a reasonable time frame?
- Would the customer rate you with satisfaction over the response received?
- Did the agent adhere to compliance and company guidelines?
- Did the agent put the call to a close professionally?
Incorporation of such questions in the call quality monitoring form helps supervisors provide clear, explicit feedback and, thereby, increase service quality.
Final Thoughts
Quality monitoring forms for call centers are an invaluable tool for ensuring that high levels of service are adhered to, training needs are identified, and customer experiences are improved. By adopting a structured call monitoring form template, exerting a little work toward evaluating and enhancing agent performance will be doable over time.
If you run a call center, now is the time to start using a customer service quality monitoring form to foster efficiency and better service delivery. You can get a blank sample of the form here, and you can customize it to improve your customer service!
Frequently Asked Questions
1. What is a QA scorecard for a call center?
A QA scorecard for a call center is an evaluation tool used to assess agent performance, customer interactions, compliance, and service quality based on predefined criteria, ensuring consistency and continuous improvement.
2. How do you measure quality in a call center?
Call center quality is measured using KPIs such as first-call resolution, customer satisfaction scores, call handling time, compliance adherence, and QA scorecards to ensure consistent service, agent efficiency, and improved customer experience.
3. What is a QA form for BPO?
A QA form for BPO is a structured checklist used to evaluate agent performance, compliance, communication skills, and issue resolution. It ensures quality service delivery and adherence to business process outsourcing standards.
Updated : April 7, 2025
Supriya Bajaj is a senior content developer with immense experience in the VoIP telephony domain. With a deep knowledge of VoIP systems and emerging technologies in the field, she provides insightful and targeted content. Known for simplifying complex topics and her thought-leadership articles, Supriya delivers actionable content for both technical and non-technical audiences.
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