13 Free Call center Quality Monitoring Scorecards

Quality Monitoring Scorecards for call centers are valuable tools that allow evaluating and improving the quality of service provided by agents. Through different types of forms, adapted to the needs of each market, companies can enhance their performance, increase sales, provide efficient technical support, and deliver excellent customer service.

To accomplish this, we have created and compiled various types of forms for all markets within our free system, where all the forms will be available for use.

Here are some examples of our created forms:

1. Customer Service

2. Sales

3. Technical Support

4. Collections

5. Healthcare Assistance

6. Travel and Hospitality

7. Financial Services

8. E-commerce

9. Insurance

10. Utility Services

11. Government

12. Education

13. Non-profit Organizations

The forms consist of different evaluation categories such as initial contact, communication skills, technical knowledge, problem-solving, among others.

Why use CYF’s Quality Monitoring Scorecard templates?

1. Customization ease for your business

By importing one of our templates into your CYF Quality system, you will have the possibility to customize the types of items, descriptions, and weights to fit your company’s needs.

2. Automated reporting

Everyone is tired of using spreadsheets for evaluations, as they often cause a lot of headaches when it comes to generating reports. That’s why, by using our templates, you won’t have this kind of stress.

3. Data security

Apart from the headaches in report generation, one of the biggest issues with spreadsheets is the “magical fingers” that alter formulas and files with different versions or even lose them altogether.

4. Automatic feedback submission

After completing the evaluation, CYF Quality will automatically send the feedback so that the agent can review their score and any shortcomings, if applicable.

Customer Service Quality Monitoring Scorecard:

A customer service monitoring form is a valuable tool to ensure that agents are providing quality service according to the company’s standards and expectations. It contributes to customer satisfaction, continuous improvement in service, and overall business success.

The results obtained through this form are valuable in identifying trends, patterns, and training opportunities for the agents. Based on the evaluations, managers can implement corrective actions such as additional training, individual coaching, or revisions to the service processes, aiming to improve customer satisfaction and loyalty.

Example of a call form:

Greeting and Identification (10 points)

  • Did the agent greet the customer appropriately and professionally? (1-5)
  • Did the agent introduce themselves and mention the company’s name? (1-5)

Customer Problem Resolution (30 points)

  • Did the agent provide accurate and relevant information to solve the customer’s problem? (1-10)
  • Did the agent offer a solution that met the customer’s needs? (1-10)
  • Did the agent resolve the problem within a reasonable time? (1-10)

Conversation Closure (10 points)

  • Did the agent offer additional information if needed? (1-5)
  • Did the agent end the conversation in a polite and professional manner? (1-5)

Customer Service Quality Monitoring Scorecard

Sales Quality Monitoring Scorecard:

A sales monitoring form is a tool used to evaluate and track the performance of sales representatives in a company. It allows supervisors or evaluators to monitor and assess the sales interactions of representatives, ensuring consistency and quality in the sales process.

It generally contains specific evaluation criteria such as initial approach, identification of customer needs, product presentation, sales arguments, overcoming objections, closing the sale, among others.

In summary, a sales monitoring form is an essential tool to ensure the effectiveness of the sales process, maintain consistency in customer service, and drive the success of the sales team.

Example of a call form:

1. Introduction (10 points)

  • Did the agent introduce themselves correctly and mention the company’s name? (1-5)
  • Was the agent friendly and courteous during the introduction? (1-10)

2. Product/Service Presentation (30 points)

  • Did the agent present the products/services clearly and in detail? (1-10)
  • Did the agent highlight the benefits of the product/service to the customer? (1-10)
  • Did the agent offer additional options or alternatives to the customer? (1-10)

3. Closing the Sale (10 points)

  • Did the agent make a clear and specific offer to the customer? (1-5)
  • Did the agent present a clear and persuasive call-to-action for the customer? (1-5)

Sales Quality Monitoring Scorecard:

Quality Monitoring Scorecard for Technical Support:

A Quality Monitoring Scorecard for technical support is a tool used to evaluate and control the quality of service provided by support technicians in a company. Its purpose is to ensure that support standards are met, identify areas for improvement, and provide constructive feedback to enhance the performance of technicians.

It typically includes evaluation criteria related to customer service, technical knowledge, problem-solving, communication, and other relevant aspects of technical support.

The monitoring form allows the company to track performance metrics of technical support, such as response time, resolution time, customer satisfaction, among others. This helps identify trends, recurring issues, and take proactive measures to improve the efficiency and quality of support.

Example of a call form:

1. Customer Service (10 points)

  • Was the agent courteous and polite throughout the call? Yes/No (1-5)
  • Did the agent properly identify themselves and provide the company’s name? Yes/No (1-5)

2. Technical Knowledge (30 points)

  • Did the agent demonstrate adequate technical knowledge to solve the problem? Yes/No (1-10)
  • Did the agent correctly identify and diagnose the customer’s problem? Yes/No (1-10)
  • Did the agent successfully resolve the customer’s problem satisfactorily? Yes/No (1-10)

3. Problem Resolution (10 points)

  • Did the agent explain the problem’s solution clearly to the customer? Yes/No (1-5)
  • Did the agent ensure that the customer understood the proposed solution? Yes/No (1-5)

Quality Monitoring Scorecard for Technical Support

Quality Monitoring Scorecard for Collections:

A Quality Monitoring Scorecard for collections is a tool used to evaluate and control the quality of the collection process in a company. It aims to ensure that interactions with customers regarding payments and collections are conducted appropriately, effectively, and respectfully.

By using the monitoring form, supervisors or evaluators can perform regular assessments of collection interactions, identify areas for improvement, and provide constructive feedback to collectors.

In summary, a collection monitoring form is an essential tool to ensure an efficient, effective, and quality collection process. It enables the company to maintain a consistent standard in customer service, identify improvement opportunities, and provide appropriate and respectful collection services to customers.

Example of a call form:

Customer Service (10 points)

  • Did the agent actively listen to the customer’s needs and concerns? Yes/No (1-5)
  • Was the agent able to provide accurate and helpful information to the customer? Yes/No (1-5)

Negotiation Skills (30 points)

  • Did the agent demonstrate effective negotiation skills? Yes/No (1-10)
  • Was the agent able to present viable payment options to the customer? Yes/No (1-10)
  • Did the agent successfully persuade the customer to make the payment? Yes/No (1-10)

Closure (10 points)

  • Did the agent provide clear information about problem resolution? Yes/No (1-5)
  • Did the agent end the call in a courteous and professional manner? Yes/No (1-5)

Quality Monitoring Scorecard for Collections

Quality Monitoring Scorecard for Healthcare Assistance:

A Quality Monitoring Scorecard for Healthcare Assistance is a tool used to assess and control the quality of care and services provided in a healthcare organization. Its aim is to ensure that medical care standards are followed, identify areas for improvement, and provide feedback to enhance the quality of care.

The monitoring form allows the healthcare organization to track performance metrics such as patient satisfaction, treatment success rate, average waiting time, among others. This helps identify trends, recurring issues, and take measures to improve the efficiency and quality of healthcare assistance.

Example of Call Form:

Customer Service (10 points)

  • Was the agent courteous and polite throughout the call? Yes/No (1-5)
  • Did the agent identify themselves properly and mention the company’s name? Yes/No (1-5)

Medical Knowledge (30 points)

  • Did the agent demonstrate adequate medical knowledge to solve the problem? Yes/No (1-10)
  • Did the agent correctly identify and diagnose the customer’s problem? Yes/No (1-10)
  • Did the agent successfully resolve the customer’s problem satisfactorily? Yes/No (1-10)

Problem Resolution (10 points)

  • Did the agent manage to resolve the customer’s problem within the expected time frame? Yes/No (1-5)
  • Did the agent ensure that the customer understood the proposed solution? Yes/No (1-5)

Quality Monitoring Scorecard for Healthcare Assistance

Quality Monitoring Scorecard for Travel and Hospitality:

A Quality Monitoring Scorecard for Travel and Hospitality is a tool used to assess and control the quality of services provided by companies in the tourism and hospitality sector. It aims to ensure that service standards and customer experience are consistent and satisfactory.

Each criterion is evaluated on a scoring scale, allowing for an objective and consistent assessment. Evaluators can use the form to conduct monitoring visits, assess employee performance, identify areas for improvement, and provide constructive feedback.

Example of Call Form:

Phone Service Quality (10 points)

  • Did the agent understand and resolve your doubts or issues? (1-5)
  • Did the agent provide accurate information about the travel or hospitality? (1-5)

Organization and Efficiency (30 points)

  • Was the call answered promptly? (1-10)
  • Did the agent provide clear information about travel or hospitality details? (1-10)
  • Did the agent efficiently process your requests? (1-10)

Problem Resolution (10 points)

  • Did the agent clearly explain the solution to the problem to the customer? Yes/No (1-5)
  • Did the agent make sure the customer understood the proposed solution? Yes/No (1-5)

Quality Monitoring Scorecard for Travel and Hospitality

Quality Monitoring Scorecard for Financial Services:

A Quality Monitoring Scorecard for Financial Services is a tool used to assess and control the quality of services provided by financial sector companies, such as banks, insurers, and investment institutions. Its aim is to ensure compliance with regulations, accuracy of financial transactions, and customer satisfaction.

The feedback obtained through the monitoring form is used to improve the quality of financial services. It can be used to offer specific training, implement updated policies and procedures, enhance transaction security, and ensure compliance with industry regulations and standards.

Example of Call Form:

Phone Service Quality (10 points)

  • Did the agent understand and resolve your financial questions or problems? (1-5)
  • Did the agent provide accurate information about financial products and services? (1-5)

Agent’s Knowledge and Competence (30 points)

  • Did the agent demonstrate good knowledge of the offered financial products? (1-10)
  • Could the agent explain financial terms and concepts clearly and comprehensibly? (1-10)
  • Did the agent offer appropriate suggestions or recommendations based on your financial needs? (1-10)

Problem Resolution (10 points)

  • Did the agent manage to resolve your financial problems during the call? (1-5)
  • Did the agent provide alternative solutions when needed? (1-5)

Quality Monitoring Scorecard for Financial Services

Quality Monitoring Scorecard for E-commerce:

A Quality Monitoring Scorecard for e-commerce is a tool used to assess and control the quality of services provided in an online store. It aims to ensure a positive customer experience from website navigation to the completion of the purchase.

Additionally, the monitoring form allows the e-commerce company to track key metrics such as conversion rate, shopping cart abandonment rate, average customer response time, customer satisfaction rate, among others. This helps identify areas for improvement, make data-driven decisions, and offer a high-quality online shopping experience.

In summary, a Quality Monitoring Scorecard for e-commerce is an essential tool to ensure the quality of services offered in an online store. It helps identify areas for improvement, provides constructive feedback to enhance the customer experience, and achieve positive results in e-commerce.

Example of the call form:

1. Quality of Telephone Support: (10 points)

  • Did the agent understand and resolve your e-commerce-related inquiries or issues? (1-5)
  • Did the agent provide accurate information about the order, shipping, and return policy? (1-5)

2. Speed and Efficiency: (30 points)

  • Was the call answered promptly? (1-10)
  • Did the agent provide clear information about the order status and shipping process? (1-10)
  • Did the agent successfully resolve your requests or direct you to the appropriate person or department? (1-10)

3. Closing: (10 points)

  • Did the agent resolve your e-commerce-related issues during the call? (1-5)
  • Did the agent offer alternative solutions or appropriate compensations when necessary? (1-5)

Quality Monitoring Scorecard for E-commerce

Quality Monitoring Scorecard for Insurance:

A Quality Monitoring Scorecard for insurance is a tool used to assess and control the quality of services provided by insurance companies. Its main goal is to ensure that policies and procedures are followed correctly, information is accurate, and customers receive adequate support.

The insurance monitoring form typically includes evaluation criteria related to the accuracy of information provided to customers, compliance with regulations and policies, efficient claims processing, customer service, clear communication, and other aspects relevant to insurance services.

In summary, a Quality Monitoring Scorecard for insurance is an important tool to ensure the quality of services provided by companies in the industry. It helps identify areas for improvement, provides constructive feedback to employees, and promotes a high standard of quality and customer satisfaction in the insurance industry.

Example of the call form:

Quality of Telephone Support: (10 points)

  • Did the agent understand and resolve your insurance-related inquiries or issues? (1-5)
  • Did the agent provide accurate information about coverage, benefits, and claims processes? (1-5)

Knowledge and Competence of the Agent: (30 points)

  • Did the agent demonstrate a good knowledge of the insurance products offered? (1-10)
  • Did the agent explain insurance-related terms and concepts clearly and comprehensibly? (1-10)
  • Did the agent offer appropriate suggestions or recommendations based on your insurance needs? (1-10)

Problem Resolution: (10 points)

  • Did the agent resolve your insurance-related issues during the call? (1-5)
  • Did the agent provide clear guidance on the claims process, if necessary? (1-5)

Quality Monitoring Scorecard for E-commerce

Quality Monitoring Scorecard for Public Utilities:

A Quality Monitoring Scorecard for Public Utilities is a tool used to assess and control the quality of services provided by companies that offer essential services such as electricity, water, gas, and telecommunications. The main objective is to ensure that these services are delivered efficiently, reliably, and with a high standard of customer service.

The feedback obtained through the monitoring form is used to improve public utility services. It can be used to implement operational improvements, offer specific training to employees, improve problem-solving efficiency, and ensure quality customer service.

In summary, a Quality Monitoring Scorecard for Public Utilities is an essential tool to ensure the quality and reliability of services provided by companies in this sector. It helps identify areas for improvement, promotes customer satisfaction, and contributes to the efficient and reliable provision of essential services to the population.

Example of Call Form:

1. Phone Service Quality: (10 points)

  • Did the agent understand and resolve your questions or issues related to the public utility service? (1-5)
  • Did the agent provide accurate information about invoices, payments, and services provided? (1-5)

2. Agility and Efficiency: (30 points)

  • Was the call answered promptly? (1-10)
  • Did the agent provide clear information about public utility services? (1-10)
  • Did the agent manage to resolve your requests or direct you to the appropriate person or department? (1-10)

3. Problem Resolution: (10 points)

  • Did the agent manage to resolve your problems related to public utility services during the call? (1-5)
  • Did the agent offer alternative solutions or provide clear guidance to address technical or administrative issues? (1-5)

Quality Monitoring Scorecard for E-commerce

Quality Monitoring Scorecard for Government:

A Quality Monitoring Scorecard for Government is an essential tool for collecting data and relevant information about the management and effectiveness of government policies. The main objective of this type of form is to assess citizen satisfaction, identify problems and areas for improvement, as well as obtain valuable feedback to enhance public services.

The government monitoring form typically covers a wide range of areas such as health, education, public safety, infrastructure, and the environment. It is designed to allow citizens to provide information about their perception and experience regarding government services and programs in each of these areas.

In summary, the government monitoring form is a valuable tool for gathering citizen feedback, identifying issues, and improving the efficiency of public services. Its effective implementation can contribute to more transparent, participatory, and accountable governance, resulting in a more effective government that is closely aligned with the needs of society.

Example of Call Form:

1. Phone Service Quality: (10 points)

  • Did the agent understand and respond to your questions or requests related to government services? (1-5)
  • Did the agent provide accurate information about procedures, regulations, and citizen rights? (1-5)

2. Agility and Efficiency: (30 points)

  • Was the call answered promptly? (1-10)
  • Did the agent provide clear information and guidance about government services? (1-10)
  • Did the agent manage to resolve your requests or direct you to the appropriate sector or department? (1-10)

3. Problem Resolution: (10 points)

  • Did the agent manage to resolve your problems or concerns during the call? (1-5)
  • Did the agent offer alternative solutions or provide clear guidance to address administrative or bureaucratic issues? (1-5)

Quality Monitoring Scorecard for Government

Quality Monitoring Scorecard for Education:

A Quality Monitoring Scorecard for Education is an essential tool for collecting information and feedback about the education system, allowing for the assessment of its effectiveness, identification of areas for improvement, and meeting the needs of students, parents, and teachers.

Data collection through the education monitoring form allows educational authorities to gain a comprehensive understanding of the needs and expectations of those involved in the educational process. Based on this information, informed decisions can be made to improve the

quality of education, strengthen teacher training, modernize school infrastructure, and promote a more inclusive and personalized approach.

In summary, a Quality Monitoring Scorecard for Education is a valuable tool for gathering feedback from stakeholders in the educational process, identifying areas for improvement, strengthening the quality of teaching, and meeting the needs of students and the school community. Its effective implementation can contribute to the enhancement of the education system, providing quality education and promoting student success.

Example of Call Form:

1. Phone Service Quality: (10 points)

  • Did the agent understand and respond to your questions or requests related to education? (1-5)
  • Did the agent provide accurate information about educational processes, programs, or services offered? (1-5)

2. Guidance and Educational Support: (30 points)

  • Did the agent provide clear guidance on enrollment, courses, curriculum, academic calendar, etc.? (1-10)
  • Did the agent demonstrate adequate knowledge of educational policies and regulations? (1-10)
  • Did the agent address your questions about classes, assignments, exams, etc.? (1-10)

3. Problem Resolution: (10 points)

  • Did the agent manage to resolve your problems or concerns during the call? (1-5)
  • Did the agent offer alternative solutions or refer you to the appropriate department or professional? (1-5)

Quality Monitoring Scorecard for Education:

Quality Monitoring Scorecard for Nonprofit Organizations:

A Quality Monitoring Scorecard for Nonprofit Organizations is an essential tool for collecting data and information about the performance, effectiveness, and impact of activities carried out by these organizations. This type of form aims to assess the achievement of the organization’s goals and objectives, as well as identify areas for improvement and obtain feedback from beneficiaries, employees, and partners.

The nonprofit organization monitoring form covers a variety of areas such as programs and services offered, fundraising, financial transparency, governance, community engagement, and communication. It is designed to allow stakeholders to provide valuable information about the organization’s effectiveness in each of these areas.

In summary, a Quality Monitoring Scorecard for Nonprofit Organizations is a valuable tool for collecting feedback, evaluating performance, and promoting transparency and accountability. Its effective implementation can contribute to the continuous improvement of the organization, strengthening its social impact, and ensuring alignment with the needs of the community it serves.

Example of Call Form:

1. Phone Service Quality: (10 points)

  • Did the agent understand and respond to your questions or requests related to the nonprofit organization? (1-5)
  • Did the agent provide accurate information about the programs, events, or services offered by the organization? (1-5)

2. Guidance and Information about the Organization: (30 points)

  • Did the agent provide clear guidance on how to get involved or support the nonprofit organization? (1-10)
  • Did the agent demonstrate adequate knowledge of the nonprofit organization’s mission, objectives, and values? (1-10)
  • Did the agent address your questions about projects, initiatives, or the organization’s social impact? (1-10)

3. Problem Resolution: (10 points)

  • Did the agent manage to resolve your problems or concerns during the call? (1-5)
  • Did the agent offer alternative solutions or refer you to the appropriate department or person within the organization? (1-5)

Quality Monitoring Scorecard for Nonprofit Organizations

Questions and Answers

Where can I use the Quality Monitoring Scorecards?

The templates are compatible with CYF Quality, our quality monitoring system, which also has a free version.

Where can I find the form in CYF Quality?

While logged into CYF Quality, go to the “Tools” menu and access the “Form Library.”

Import the desired form and to use it, go to “Settings,” “Form Administration,” and publish the imported form.

How can I request a CYF Free?

Access this link.

Is the file in Excel format?

No, the file is in a proprietary format for CYF Quality and can

only be used within the system.

Can I edit the form?

Yes, CYF Quality allows you to make changes to the weights and items in your form.

We appreciate it and hope that these forms will assist you.

CYF Team.

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