Call Center Monitoring Forms

Conduct quality evaluations for live and recorded calls, automatically document observations, and immediately provide feedback

Published 8 Jul 2022

What is Call Center Monitoring?

Call center monitoring, also called agent monitoring or call logging, is the process of continuously evaluating inbound and outbound calls and providing feedback to acknowledge best practices and address areas for improvement. Conducted by QA analysts using call center monitoring forms, call center monitoring can help maintain company profitability by aligning employees’ practices with that of the company’s overarching goals.

In this article, we will briefly cover the following:

What are Call Center Monitoring Forms?

Also called call center quality assurance forms, call center monitoring forms are tools used by quality assurance teams to assess the calls of representatives and help set a benchmark to sustain the level of call quality across call centers.

Call quality monitoring forms help QA analysts by setting a standardized means of identifying areas for improvement, recognizing best practices, recording observations, and providing feedback that can help further improve the performance of call center representatives.

Sample Call Center Quality Monitoring Form

This sample call center quality monitoring form was built with the general best practices of call centers in mind. Downloadable as a digital monitoring form or as PDF, this call monitoring form follows the natural flow of a call and is composed of the following sections:

  • Opening spiel or greeting
  • Understanding the customer’s need
  • Providing solution and service
  • Closing the call
  • QA analyst’s observations and recommendations

Who are QA Analysts or those in Quality Assurance Teams?

Usually, for call centers with in-house QA teams, the QA analysts are mostly from the same pool of talents who handled calls and were able to gain expertise over time on the products or services that call center agents are handling. They provide feedback to call center agents and work closely with team managers to help improve team performance and elevate the level of call quality.

When is the Best Time to Conduct Call Monitoring?

In the case of recorded calls, the best time to conduct call monitoring is soon after a call is made. The earlier that QA analysts provide feedback on areas for improvement, the sooner can call center agents have the opportunity to correct non-compliance.

Where is it Ideal to Conduct Call Quality Monitoring?

QA teams ideally have a dedicated area or room where call monitoring can be conducted without disruptive noise and where interruptions can be avoided. Whether the calls being monitored are recorded or live, it is crucial that the QA area helps the QA analysts stay alert and concentrate in order to properly capture everything and be accurate with documentation about the calls being monitored.

Call Center Monitoring Steps

With the number of calls customer services receive daily, it is important to follow a methodical approach in monitoring and evaluating them. Creating a standardized technique in call monitoring not only allows businesses to streamline their daily process but also helps them measure the quality, improvement, and success of calls more accurately. Start a call center monitoring plan with the following steps:

  1. Specify goals – To jumpstart a call monitoring plan, emphasize the purpose clearly and define the goals to be achieved. With that said, keep in mind to align set goals in accordance with the company’s objectives and general practices. This would ensure that everyone is on the same page and can ease the process of measuring results against initial ideas.
  2. Define assessment criteria – To help track the quality of calls, create a comprehensive scoring and evaluation form. An easily-measured form commonly includes sections that would evaluate call elements such as greeting, ways used to understand customer needs, ability to provide appropriate solutions, quality of customer service, as well as the manner of the closing segment.
  3. Gather the right people – To strengthen the monitoring process, involve the right people in collecting, reviewing, and analyzing the data. These stakeholders generally include industry experts and decision-makers like the executive management, managers, or agents. 
  4. Select calls to monitor – To implement control measures in choosing the calls to be evaluated, develop pre-decided conditions that would help narrow them down. Some of the factors to consider can be along the lines of high-impact calls, high-value prospects, or particular agents.
  5. Analyze the data – To help make sense of the gathered details, create a different set of QA analysts that would sort and analyze the raw data. This could then be used to identify patterns, trends, and other observations that aim to recognize recurring pain points and improve the whole process. 
  6. Ensure that employees are on board – To implement the monitoring plans smoothly, make sure that they are communicated properly to all involved parties. Give managers and employees a chance to provide comments and ask for clarifications. Also, emphasize the advantages of enforcing a streamlined call monitoring system to all key stakeholders.
  7. Choose the best tool – Lastly, to execute a comprehensive call monitoring procedure, employ the aid of appropriate tools. Using the right tools such as software or digital platforms can increase the consistency, efficiency, and accuracy of how calls are monitored and evaluated.

Powerful Tool for Call Quality Monitoring

iAuditor by SafetyCulture is a powerful mobile auditing app that can help QA analysts and team managers capture observations during call monitoring and generate reports that would be needed during feedback sessions with call center agents. As a tool that can help benchmark call center practices, any changes to call monitoring forms can be updated in the iAuditor software by the designated person and the changes will automatically update on the QA team’s call monitoring forms.

We have prepared these free call center monitoring forms that you can use on the iAuditor app or download as PDF. You can use the forms as is or edit them in iAuditor without using Excel spreadsheets to better fit the needs of your call center.

SafetyCulture staff writer

SafetyCulture staff writer

Erick Brent Francisco

Erick Brent Francisco is a content writer and researcher for SafetyCulture since 2018. As a content specialist, he is interested in learning and sharing how technology can improve work processes and workplace safety. His experience in logistics, banking and financial services, and retail helps enrich the quality of information in his articles.

Erick Brent Francisco is a content writer and researcher for SafetyCulture since 2018. As a content specialist, he is interested in learning and sharing how technology can improve work processes and workplace safety. His experience in logistics, banking and financial services, and retail helps enrich the quality of information in his articles.