Get 1 Quality Of Call Monitoring Form Template - Sdi Toolbox - Service ...

Filling out the Quality Of Call Monitoring Form is essential for evaluating analyst interactions in a service desk environment. This guide provides step-by-step instructions to help users effectively complete the form online.

Follow the steps to accurately fill out the form.

1. Click ‘Get Form’ button to obtain the form and open it in the online editor.
2. Enter the dates of the review in the appropriate field at the top of the form to establish when the call monitoring took place.
3. Fill in the call coach name who will be evaluating the analyst's performance, followed by the analyst's name to be assessed.
4. Input the ITSM reference number related to the call for proper tracking and documentation.
5. Review each section carefully, beginning with 'Opening the Conversation,' and check if the analyst followed the call greeting message, ensuring a professional introduction.
6. In the 'Caller Identification' section, confirm that the analyst asked for and verified the caller’s name, login ID, telephone number, and location details.
7. Proceed to 'Qualify the Call' to check if the analyst gathered all necessary information and reiterated the user's request for accuracy.
8. Assess the 'Call Capture Details' section to verify if the analyst handled supported requests appropriately and communicated important information to the caller.
9. Evaluate the 'Soft Skills' section to ensure the analyst maintained professionalism and effective communication throughout the call.
10. Complete the 'Logging of Call within ITSM Tool' section by verifying if the correct service type and categories were selected, ensuring proper routing to the correct support team.
11. Calculate the total score and evaluate the percentage call quality score based on the collected data and responses.
12. Once all sections are filled, review for accuracy, then save changes, download, print, or share the completed form as necessary.

Complete your forms online today to enhance your service desk quality assurance efforts.