The Call Monitoring Evaluation Form serves as a critical tool for maintaining and improving customer service quality in organizations that handle customer communications via telephone. This document is designed to comply with Canadian federal and provincial regulations, including PIPEDA, provincial privacy laws, and employment standards. It enables systematic evaluation of call handling, customer service quality, and regulatory compliance while providing a standardized framework for performance assessment and feedback. The form includes comprehensive evaluation criteria covering various aspects of call handling, from initial greeting to call resolution, and supports both quality assurance and professional development objectives. It is particularly valuable for organizations seeking to maintain consistent service standards, provide constructive feedback to staff, and document performance for training and development purposes.
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1. Call Information: Basic details including date, time, agent name, customer interaction ID, call duration, and evaluator name
2. Compliance and Disclosure: Verification that required disclosures were made regarding call recording and monitoring
3. Opening Interaction: Evaluation of greeting, identity verification, and initial rapport building
4. Communication Skills: Assessment of verbal communication, listening skills, clarity, tone, and professional language
5. Technical Knowledge: Evaluation of product/service knowledge and accuracy of information provided
6. Problem Resolution: Assessment of problem-solving approach, solution accuracy, and efficiency
7. Customer Experience: Evaluation of empathy, rapport, and overall customer service quality
8. Call Control: Assessment of call flow management, time management, and handling of difficult situations
9. Closing: Evaluation of call wrap-up, summary, and next steps communication
10. Overall Score: Final scoring calculation and performance level determination
11. Action Items: Specific recommendations for improvement and follow-up actions
1. Sales Performance: For sales-focused calls: evaluation of sales techniques, cross-selling, and closing abilities
2. Compliance Checklist: For regulated industries: detailed compliance requirements verification
3. Language Skills: For multilingual service centers: assessment of language proficiency and accuracy
4. System Usage: For technical support: evaluation of system navigation and tool utilization
5. Quality Assurance Override: For cases requiring senior review or special circumstances consideration
1. Scoring Guide: Detailed breakdown of scoring criteria and performance level definitions
2. Required Phrases/Scripts: List of mandatory greetings, disclosures, and phrases
3. Common Errors Reference: Guide to common mistakes and how to avoid them
4. Performance Metrics: Definitions and calculations of KPIs used in evaluation
5. Improvement Plan Template: Standard template for documenting performance improvement actions
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