Phone Interaction Assessment Form
Phone Interaction Assessment Form
Please fill out the form to evaluate the customer representative's quality of phone interactions.
Company Name
Client Name
Call ID
Call Date
Date
Call Reason
-
Mail Request
-
Payment Method
-
Free Waiver
-
Course Fee
-
Technical Support
-
Business Hours
-
CC Registration
Interaction Type
-
Client
-
Attorney
-
Both
Call Duration (sec)
QA Score
Service Quality
Call Detail
|
Call Detail |
Yes |
No |
N/A |
|---|---|---|---|
|
Verification Completed |
|
|
|
|
Used Proper Greeting |
|
|
|
|
Responsiveness |
|
|
|
|
Friendliness |
|
|
|
|
Provided Accurate Information |
|
|
|
Soft Skills
|
Soft Skills |
Yes |
No |
N/A |
|---|---|---|---|
|
Avoid Long Silence |
|
|
|
|
Kept the Conversation on Task |
|
|
|
|
Respectful Tone |
|
|
|
|
Clear Explanations |
|
|
|
|
Active Listening Skills |
|
|
|
|
Offered Further Assistance |
|
|
|
|
Call ended with Appropriate Manner |
|
|
|
Other Issues
Details about the Call issue
-
Noisy Background
-
Unanswered
-
Delay/Echoing
-
Voice Mail
-
Mouthpiece too Close
-
No issue
Additional Notes/Comments
Evaluator's Signature
Name:
Date:
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