Ingredients for Making a Great Call Audit Form
A call centre of engaged advisors
Talented Quality Analysts
A Reliable & Flexible Quality Assurance Platform
Numerous Call Audit Scorecards
An ‘Improve Performance’ Culture
A clear set of targets
Method for Creating a Best Practice Call Audit Form
- Note the objectives you want achieve through your quality assessment programme. These will be used for evaluating the call audit form so be specific.
- Pick a number calls and audit them. Get all stakeholders; agents, supervisors, analysts, managers and clients to listen to and audit each interaction individually using the existing call audit scorecards.
- Collect the scores and analyse variances in stakeholder scores.
- Get feedback and suggestions, positive and negative, on the scoring process and the exisiting scorecards.
- Put all ideas, suggestions and feedback on the chopping board, include business goals here too.
- Prioritize suggestions into their level of impact and rank each section according to the importance to the customer, now draft a call audit form.
- Separate the questions into sections, weight each question, vary the answers for each question; some will be Yes/No/N/A while others might be "excellent, very good, poor, unacceptable" (see sample call audit forms below).
- Condense the scorecard to avoid unwanted questions or repetition. Having 25 questions per scorecard or less is advisable.
- Show the scorecard to the stakeholders and collect feedback from everyone, this will boost their “buy-in” into the new QA programme since they helped design it. It also promotes a sense of collective responsibility for its success.
- Make any suitable changes as per suggestions and identify exactly why certain suggestions were used and why others weren’t. This emphasizes the transparency in the process and builds trust of stakeholders.
- Test the scorecard; Tasting/testing is very important because while it may be brilliantly constructed it just might not work. Some key ingredients may have gotten lost during preparation and testing is likely to find the missing spices.
- When you are happy with your final version deploy the scorecard and ensure everybody understands what they are being scored on. If necessary remind agents of the process that was involved.
- Evaluate the performance of your new scorecard or scorecards to assess whether objectives were met; like any good meal discussing the detail is important too. Ensure everyone’s opinion is heard, a restaurant would never profit if the only people who liked the menu were the kitchen staff!
Here are some Call Audit Forms I Made Earlier
This call audit scorecard is detailed and shows a sample employee being scored, highlighting applied weightings and “fail section” (in yellow), comments and accumulated score.
Call Audit Form for Social Customer Service (Twitter)
This scorecard is short and suited for interactions on Twitter, which aren’t that detailed due to the character limit.
It includes “fail-all” red flags, non-applicable answers and productivity questions such as FCR. The number of outcomes (scale) varies depending on the question as do the score values and labels.
Create your own call audit scorecard for FREE today! Or better... gain the quality form created above.