Quality Assurance Evaluation Form
Date of Evaluation
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Year
2 digit month, 2 digit day, 4 digit year
Date
Time of Evaluation
1
Quality Assurance Forms
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Emergency
Non-Emergency
CCA Name
First Name
Last Name
QA Name
First Name
Last Name
Date of Call
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Month
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Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Time of Call
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Call Recording
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Evaluation: Emergency Calls
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Opening Call (15)
Rows
Yes
No
The agent identified the company
2
3
The agent greeted the call appropriately
4
5
Opening Call Total
Emergency Communication Skills (50)
Rows
Yes
No
The agent's tone was appropriate throughout the call
6
7
Repetitive persistence was used where necessary
8
9
The agent used good judgment to handle the call
10
11
Agent demonstrated active listening skills
12
13
Agent remained focus on the call
14
15
Emergency Communication Skills Total
Information Collection (50)
Rows
Yes
No
The agent requested a summary of the emergency and verified the agency for transfer
16
17
The agent requested the location of the emergency
18
19
The agent verified the customer's call-back phone contact via the 3CX phone
20
21
Agent inquired whether anyone was injured/trapped where necessary
22
23
Agent maintained control of the call
24
25
Information Collection Total
Transferring Call (30)
Rows
Yes
No
Agent informed the customer that they are being transferred to the (Ambulance/Fire/Police)
26
27
Agent utilized the appropriate verbiage and scripting
28
29
Agent asked the customer to stay on the line before transferring the call
30
31
Information that might expedite the process was related to the responding agency
32
33
Agent requested the name and regimental/badge number of the dispatcher
34
35
Transferring Call Total
Wrap Up (15)
Rows
Yes
No
Agent transfer the call to the relevant agency
36
37
Agent accurately documented the call
38
39
Wrap Up Total
Emergency Evaluation Average
Emergency Evaluation Total
Remarks/Comments
Evaluation: Non-Emergency Calls
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Greeting (20)
Rows
Yes
No
The agent identified themselves and the company
40
41
The agent opened the call in a professional manner
42
43
The agent verify/acknowledged the caller's request
44
45
Greeting Total
Customer Service Skills (CSS - 50)
Rows
Yes
No
The agent effectively and tactfully probed the caller
46
47
The agent followed correct procedures for placing the customer on hold
48
49
Average hold time did not exceed the time threshold of forty seconds
50
51
The agent thanked the caller for holding
52
53
Agent went the extra mile for the best customer experience
54
55
Agent apologized to the caller where necessary
56
57
Customer Service Skills Total
Communication Skills (40)
Rows
Yes
No
Appropriate tone, pitch and pace was utilized
58
59
The agent maintained control of the call
60
61
Appropriate verbiage and scripting was used
62
63
The agent used effective listening skills (did not interrupt or talk over the customer)
64
65
The agent remained focused on the customer
66
67
Communication Skills Total
Call Resolution (80)
Rows
Yes
No
Agent utilized all search tools to arrive at a solution
68
69
Agent provided accurate information
70
71
The agent provided all relevant contact information
72
73
Agent is knowledgeable about the company's offerings
74
75
Agent handled the call within the time threshold of 200 seconds.
76
77
Overall the customer was satisfied with the service provided by the agent
78
79
The call was resolved at first point of contact.
80
81
Call Resolution Total
Closing (10)
Rows
Yes
No
The call was closed appropriately
82
83
Agent thanked the customer for calling
84
85
Closing Total
Non-Emergency Average
Non-Emergency Total
Remarks/Comments
END OF EVALUATION
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