Call Center Coaching Form
Date
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Time
Hour Minutes
AM
PM
AM/PM Option
Employee Name
First Name
Last Name
Employee ID
Position/Title
Department/Account
Email Address
example@example.com
Checklist
Rows
Yes
No
Remarks
Did the agent answer the call on time?
1
2
Did the agent follow the opening spiel?
3
4
Did the agent introduce himself/herself?
5
6
Did the agent mention the department and company he/she belongs to?
7
8
Did the agent use the customer's name?
9
10
Did the agent demonstrate assurance?
11
12
Did the agent verify the customer's account?
13
14
Did the agent verify the customer's email address and phone number?
15
16
Did the agent demonstrate empathy?
17
18
Did the agent understand the nature of the problem?
19
20
Did the agent ask troubleshooting questions?
21
22
Did the agent follow the correct troubleshooting steps?
23
24
Did the agent resolve the problem?
25
26
Did the agent verify if the problem is resolved?
27
28
Did the agent document the call properly?
29
30
Did the agent address all issues raised by the customer?
31
32
Did the agent use the proper holding procedure?
33
34
Did the agent demonstrate courtesy?
35
36
Did the agent follow the procedure in escalating the call if needed?
37
38
Did the agent use the proper transferring procedure?
39
40
Did the agent use the name of the customer during the call?
41
42
Did the agent remain confident during the call?
43
44
Did the agent demonstrate friendliness, politeness, and professionalism?
45
46
Did the agent practice active listening skills?
47
48
Did the agent follow the closing spiel?
49
50
Did the agent provide the reference number to the customer?
51
52
Did the agent offer an upgrade warranty?
53
54
55
56
57
Observations
Action Plan for the Employee
Goal Settings for the Employee
Employee's Acknowledgment and Reply
Employee's Signature
Date Signed
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Supervisor's Name
First Name
Last Name
Supervisor's Signature
Date Signed
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Quality Analyst Name
First Name
Last Name
Quality Analyst Signature
Date Signed
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Submit
Should be Empty: