Purpose: This checklist aims to improve the quality of service provided by call center agents. It aims to ensure consistent adherence to quality standards, enhance customer satisfaction, and support continuous improvement efforts.
Scope: This checklist covers various aspects of quality assurance in a call center, including agent performance, call monitoring, customer interactions, documentation, regulatory compliance, and industry best practices.
This checklist describes core duties for the following roles:
Agent: The call center employee who is performing customer communications.
Manager: The immediate management of the call center.
Auditor: Inner or third-party assessor eligible to inspect the call center operations and provide corresponding reports.
Please note that this is a basic sample checklist, and you should customize it according to your specific requirements, industry regulations, and best practices.