Call center monitoring form

What is a call center monitoring form?

A call center audit form is a system designed to evaluate agents on how effectively they can handle any customer interaction based on pre-established criteria. It is typically not included in call center monitoring software but provides essential feedback. Call center audit form templates are easily available and customized as per requirements.

What should be included in a call center monitoring form?

1. Soft skills
   ‍Whether it's an agent evaluation or supervisor evaluation, soft skills are necessary as they allow managers to test employees’ communication skills, professionalism, ability to gain trust, product knowledge, and problem-solving abilities.
   
   
2. Process
   Following set processes is essential in any contact center and an monitoring form lets an organization know how effectively are agents adhering to the processes.
   
   
3. Compliance
   While compliance doesn’t directly affect customer satisfaction, it is important for an organization from a legal and reputational standpoint.
   
   
4. Outcomes
   By assembling the entire audit data, outcomes can be studied and acted upon, thus completing the call center monitoring form checklist.

Using a call center monitoring form, factors like agent efficiency, scripts, recruiting, training, and other departments can be improved upon. A successful call center monitoring program gives a complete overview of the contact center. This also paves the way for an organization to understand its processes, technologies, and more. Furthermore, it makes it easy for the company to identify gaps in the overall performance.