Call Quality Evaluation

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[YOUR COMPANY NAME]

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Date: [DATE]

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Overview:

This evaluation aims to assess the quality of customer service calls to enhance efficiency and satisfaction. It provides insights into critical performance metrics, guiding improvements in service delivery.

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Criteria for Evaluation:

1. Professionalism:

   • The ability to handle calls courteously, conveying respect and empathy to the customer.

2. Communication Skills:

   • How effectively the representative articulates information to the customer, including clarity, tone, and language use.

3. Resolution Capability:

   • The associate's ability to address and solve the customer's queries or problems in one interaction.

4. Adherence to Company Protocol:

   • The representative's compliance with the company's established rules and guidelines during the call.

5. Problem-Solving Skills:

   • The representative's ability to think critically and creatively to resolve customer issues efficiently.

6. Product Knowledge:

   • How well the representative understands the company's products/services and can provide accurate information to customers.

7. Time Management:

   • The ability to handle calls efficiently, minimizing hold times and resolving issues promptly.

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Rating Scale:

• 1 = Poor

• 2 = Below Average

• 3 = Average

• 4 = Above Average

• 5 = Excellent

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Evaluation Form:

Criteria	Description	Rating (1-5)
Professionalism	How well did the representative handle the call with courtesy, respect, and empathy?
Communication Skills	How effectively did the representative articulate information with clarity, tone, and language?
Resolution Capability	How well did the representative address and solve the customer's queries or problems?
Adherence to Protocol	Did the representative adhere to company rules and guidelines during the call?
Problem-Solving Skills	How effectively did the representative resolve complex customer issues?
Product Knowledge	How well did the representative demonstrate knowledge of the company's products/services?
Time Management	How efficiently did the representative manage call time and resolve issues promptly?

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Additional Comments and Notes:

Evaluator's Name	Comments

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