Call Quality Monitoring Form Using eAuditor
The Call Quality Monitoring Form helps you evaluate customer service calls and improve communication quality. It ensures that agents follow scripts, handle customers professionally, and meet service standards. You can use eAuditor to record call reviews, score performance, and track improvements.
1. Open the App
Open eAuditor on your phone or tablet.
2. Create the Template
- Go to Templates
- Tap Create Template
- Choose Blank Template
3. Add Sections
Basic Information
Add fields for:
- Agent name
- Call date and time
- Evaluator name
- Call ID or reference
Call Quality Monitoring Form – Greeting and Opening
Evaluate the start of the call:
- Agent greets the customer politely
- Agent introduces themselves clearly
- Tone is friendly and professional
Call Quality Monitoring Form – Communication Skills
Assess communication:
- Agent speaks clearly
- Uses simple and polite language
- Listens actively to the customer
Call Quality Monitoring Form – Problem Handling
Review issue handling:
- Agent understands the problem
- Provides correct information
- Resolves the issue effectively
Call Quality Monitoring, Form – Compliance and Process
Check adherence to standards:
- Follows company script or guidelines
- Verifies customer details where needed
- Maintains data privacy
Call Quality Monitoring, Form – Closing the Call
Evaluate call ending:
- Agent summarizes the solution
- Confirms customer satisfaction
- Ends the call politely
Scoring
Add a rating system (e.g., 1–5) for each section to measure performance.
Photos / Attachments
Attach call recordings or notes in eAuditor if available.
Comments
Write feedback and improvement suggestions.
Signatures
Collect evaluator’s signature to confirm the review.
4. Complete the Call Quality Monitoring
Open the template in eAuditor during or after the call review.
Evaluate each section and record scores.
5. Save the Record
Tap Complete Inspection
Export the report as a PDF
Save the file as a quality monitoring record
✅ This Call Quality Monitoring Form helps you improve customer service, enhance agent performance, and maintain consistent call quality. 📞📋