Phone Interaction Assessment Form
Call Details
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Company Name
Client Name
First Name
Last Name
Call ID
Call Date
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Call Reason
Mail Request
Payment Method
Free Waiver
Course Fee
Technical Support
Business Hours
CC Registration
Other
Interaction Type
Client
Attorney
Both
Call Duration(sec)
Ex:45
QA Score
1
2
3
4
5
Service Quality
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Call Detail
Rows
Yes
No
N/A
Verification Completed
1
2
3
Used Proper Greeting
4
5
6
Responsiveness
7
8
9
Friendliness
10
11
12
Provided Accurate Information
13
14
15
Soft Skills
Rows
Yes
No
N/A
Avoid Long Silences
16
17
18
Kept the Conversation on Task
19
20
21
Respectful Tone
22
23
24
Clear Explanations
25
26
27
Active Listening Skills
28
29
30
Offered Further Assistance
31
32
33
Call ended with Appropriate Manner
34
35
36
Other Issues
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Details about the Call Issue
Noisy Background
Unanswered
Delay/Echoing
Voice Mail
Mouthpiece too Close
No Issue
Other
Additional Notes/ Comments
Evaluation Date
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Evaluator Name
First Name
Last Name
Evaluator Signature
Submit
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