Customer service call quality checklist

Elevate every call to a memorable customer experience with our customer service call quality checklist. This essential checklist is designed to guide your team through the nuances of delivering consistently exceptional service and transforming routine interactions into opportunities for building loyalty and enhancing satisfaction.

View checklist

Who can benefit from a customer service call quality checklist?

Customer service agents

Utilize the checklist to enhance service quality, troubleshoot independently, and streamline each call for better customer experiences.

Call center managers

Employ the checklist to assess potential hires effectively and expedite the training process for new customer service representatives.

Team supervisors

Leverage the checklist to monitor performance, optimize procedures, and drive continuous improvement across customer service teams.

Quality auditors

Use the checklist to ensure consistent adherence to service standards and identify opportunities for enhancing call quality.

Customer service call quality checklist

0/13

Uncheck all

See shortened checklist

Reduce background noise

Reducing background noise ensures the environment from which customer service calls are handled is quiet and free of distractions. This enhances the clarity of communication and improves the overall call quality.

Why reducing background noise is important?

This step is crucial because excessive noise can hinder understanding, lead to miscommunications, and negatively impact the customer’s perception of the service’s professionalism.

How to reduce background noise?

Encourage agents to use noise-cancelling headphones.
Designate specific areas in the workplace that are optimized for quietness.
Implement sound-absorbing materials in call areas if needed.

What tools to use for reducing background noise?

Noise-cancelling headphones
Soundproofing materials for office spaces

Example

A customer service center experienced high call volumes and initially had issues with ambient office noise. By providing agents with high-quality noise-canceling headphones and rearranging the workspace to include sound-absorbing panels between desks, background noise was significantly reduced, leading to more transparent communication and more satisfied customers.

Check speech volume

Ensuring that agents maintain an appropriate speech volume during calls is critical for clear and effective communication. This involves speaking softly and loudly but at a comfortable and understandable volume for the customer.

Why checking speech volume is important?

Proper speech volume ensures the message is conveyed clearly without causing discomfort or misunderstanding. It reflects professionalism and helps maintain a positive interaction with the customer.

How to check speech volume?

Train agents to be mindful of their volume and adjust based on the customer’s feedback during the call.
Use technology that can monitor and provide real-time feedback on volume levels.
Regularly review call recordings to ensure appropriate volume levels and provide coaching as needed.

What tools to use for checking speech volume?

Call monitoring software
Audio editing and analysis tools
voice amplifier
sound software

Example:

During quality assurance reviews, a supervisor notices that an agent speaks too softly, making it difficult for customers to hear. The supervisor provides feedback and additional training to the agent, focusing on modulating voice volume. Subsequent monitoring shows improvement, and customer feedback confirms that the agent’s audibility has significantly improved call satisfaction.

Verify the customer

Verifying the customer involves confirming the identity of the person on the call to ensure that any information discussed or transactions conducted are secure and authorized. This step is essential for protecting customer privacy and complying with legal standards.

Why verifying the customer is important?

Customer verification is crucial for preventing fraud and protecting sensitive information. It reassures the customer that their security is a priority, which enhances trust in the service and the company.

How to verify the customer?

Implement a standard verification process that may include asking the customer for specific personal information, such as date of birth, last transaction details, or a customer identification number.
Train agents on the importance of verification and the techniques for doing it respectfully and efficiently.
Use secure verification tools that comply with privacy laws and regulations.

What tools to use for verifying the customer?

Customer relationship management (CRM) systems
Secure verification software

Example

A customer service agent begins a call by asking the customer to confirm their full name and the last four digits of their account number, as per the company’s verification protocol. This quick check confirms the customer’s identity, allowing the agent to discuss account details safely and confidently.

Listen actively

Active listening in customer service involves fully concentrating on what the customer is saying, understanding the message, responding thoughtfully, and remembering the details. This skill is essential for effectively addressing the customer’s needs and concerns.

Why listening actively is important?

Active listening ensures that customers feel heard and valued, which can significantly enhance their satisfaction with the service. It also improves the accuracy of the information gathered during the call, leading to more effective problem-solving and fewer miscommunications.

How to listen actively?

Train agents to focus on the customer without interruptions, acknowledge what is being said, and clarify any ambiguities.
Encourage agents to reflect on what the customer said to confirm understanding.
Implement feedback mechanisms to improve listening skills based on customer and supervisor evaluations continually to improve listening skills.

What tools to use for listening actively?

Training programs
Call recording and playback tools

Example

During a support call, an agent uses active listening techniques, summarizing the customer’s issue to ensure understanding and asking relevant questions to clarify specific points. This approach speeds up the resolution process and leaves the customer satisfied with personalized and attentive service.

Understand the caller’s needs and concerns

This step involves accurately identifying and empathizing with the caller’s needs and concerns during the interaction. It’s about digging more deeply than surface symptoms to grasp the underlying issues or the context of the customer’s situation.

Why understanding the caller’s needs and concerns is important?

Understanding the caller’s needs and concerns is critical for effective solutions and personalized service. It helps build a connection with the customer, increasing satisfaction and loyalty because customers feel their specific needs are being addressed.

How to understand the caller’s needs and concerns?

Train agents to ask open-ended questions that encourage detailed responses.
Encourage agents to practice empathy, putting themselves in the customer’s shoes to understand their perspective and emotional state better.
Use customer data effectively to anticipate needs and personalize the interaction.

What tools to use for understanding the caller’s needs and concerns?

Forms and surveys
Open-ended questions
Templates and call center scripts
Training modules on empathy and customer psychology

Example

A customer calls frustrated about a recurring billing issue. The agent reviews the customer’s previous interactions with the CRM, acknowledges the ongoing frustration, and explores the problem comprehensively by asking targeted questions. This thorough understanding allows the agent to correct the billing error and adjust the account settings to prevent future issues, significantly improving the customer’s perception of the company.

Open a ticket and fill out details

Create a formal record of the customer interaction in a ticketing system. The agent documents all relevant details of the issue, actions taken, and any required follow-up. This systematizes the process of tracking and managing customer requests and issues.

Why opening a ticket and filling out details is important?

Opening and accurately filling out a ticket is crucial for ensuring all customer issues are logged, tracked, and resolved promptly. It allows for continuity in customer service, especially if the problem requires input from multiple departments or follow-up actions after the initial call.

How to open a ticket and fill out the details?

Train agents on how to use the ticketing system effectively, emphasizing the importance of detailed and accurate documentation.
Encourage agents to capture all relevant details during the call to ensure comprehensive records.
Regularly review ticket entries for completeness and accuracy to maintain high standards.

What tools to use for opening a ticket and filling out details?

Ticket management systems
Training tools that simulate ticketing scenarios

Example

An agent receives a call about a customer’s technical issue with a product. During the call, the agent opens a ticket in the company’s ticketing system, documenting the problem, the diagnostic steps taken, and the temporary solution provided. The agent also schedules a follow-up to ensure the issue is resolved, detailed in the ticket for any team member who might handle it later.

Refer to the internal knowledge base (if required)

Accessing the internal knowledge base allows agents to quickly find solutions, guidelines, and information that can help resolve customer issues more efficiently. It serves as a central repository of accumulated organizational knowledge and expertise.

Why referring to the internal knowledge base is important?

Using the knowledge base helps maintain consistency in customer responses and speeds up the resolution process. It also aids in training new agents by providing them with a reliable source of information.

How to refer to the internal knowledge base?

Ensure all agents are trained to navigate and utilize the knowledge base effectively.
Update the knowledge base regularly to keep it relevant and valuable.
Encourage agents to contribute to and suggest updates for the knowledge base based on their experiences.

What tools to use for referring to the internal knowledge base?

Knowledge management systems
Search and retrieval software

Example

During a support call, an agent encounters an uncommon technical issue. Instead of escalating immediately, the agent consults the company’s knowledge base and quickly finds a recently added article detailing the issue and its solution. Following the documented steps, the agent resolves the customer’s problem promptly, demonstrating the value of a well-maintained knowledge base.

Clearly state the options for resolving the issue

Clearly articulating the available solutions or next steps to the customer ensures they understand their options and the process moving forward. This transparency builds trust and helps manage customer expectations effectively.

Why clearly stating the options for resolving the issue is important?

Providing clear resolution options is essential for empowering customers to make informed decisions regarding their issues. It also minimizes confusion and dissatisfaction, leading to a more positive customer service experience.

How to clearly state the options for resolving the issue?

Train agents to communicate options in a clear, concise manner.
Encourage agents to explain the pros and cons of each option, where applicable, and recommend the best course of action based on the customer’s situation.
Ensure that agents know all possible solutions and the steps involved in each.

What tools to use for clearly stating the options for resolving the issue?

Scripting tools
Decision support systems

Example

A customer calls with a billing discrepancy. After verifying the details, the agent presents two options: applying a credit to the account or processing a refund. The agent clearly explains the implications of each choice, including timing and any necessary actions from the customer, helping the customer make an informed decision quickly and satisfactorily.

Answer any questions

Answering any questions the customer may have during or after the resolution process is crucial for ensuring complete understanding and satisfaction. This includes addressing concerns about the issue, proposed solutions, or company policies that might affect the customer.

Why answering any questions is important?

It is critical to closing communication loops, ensuring customers leave the interaction without unresolved queries. It reinforces customer confidence in the service and can prevent future issues or repeated calls.

How to answer any questions?

Encourage agents to invite questions at the end of every call.
Provide comprehensive training so agents are well-prepared to answer various inquiries.
Foster an environment where agents feel confident seeking assistance from supervisors if they encounter questions beyond their current knowledge.

What tools to use for answering any questions?

FAQs and internal scripts
CRM systems

Example

After explaining the resolution options for a service outage, an agent asks the customer, “Do you have any other questions or concerns I can help with today?” The customer inquires about preventive measures for future issues, and the agent provides detailed information on recommended maintenance services, ensuring the customer feels informed and supported.

Summarize the arrangements

Summarizing the arrangements involves reviewing the key points of the conversation, the decisions made, and any agreed-upon next steps. This recap helps confirm mutual understanding and ensures that the agent and the customer are clear on the resolution plan.

Why summarizing the arrangements is important?

A concise summary at the end of the call helps prevent misunderstandings and solidifies the information exchanged during the interaction. It reinforces the customer’s confidence in the resolution and provides a clear path forward.

How to summarize the arrangements?

Train agents to systematically review the main points of the interaction at the end of the call.
Encourage agents to confirm that the customer understands and agrees with the information summarized.
Teach agents to use clear, straightforward language to avoid any potential confusion.

What tools to use for summarizing the arrangements?

Call scripting tools
Note-taking features in CRM systems

Example

At the end of a support call, an agent says, “To summarize, we have updated your account settings as requested, and you should receive a confirmation email by the end of the day. Is there anything else you would like to go over or clarify?” This ensures that the customer fully understands the resolution and feels reassured about the actions taken.

Send a follow-up message

This step involves sending a follow-up message after the customer service interaction. The message serves to thank the customer for their business and to reiterate any key points or next steps discussed during the call. It’s a meaningful gesture that enhances customer satisfaction and fosters goodwill.

Why sending a follow-up message is important?

A follow-up message with a thank-you note is crucial for cementing a positive customer experience. It confirms that the customer’s concerns were addressed and that the company values their relationship. Additionally, this communication can help clarify final details and ensure the customer feels appreciated and valued.

How to send a follow-up message?

Schedule automated yet personalized follow-up messages to be sent shortly after the call concludes.
Include in the message a thank-you note for the customer’s time and trust, along with a summary of the resolution or next steps if the issue remains ongoing.
Ensure the message is clear, concise, and reflects the company’s commitment to exceptional service.

What tools to use for sending a follow-up message?

Text message template
Marketing automation software
Email management software

Example

After assisting a customer with a billing query, an agent ensures a follow-up email is sent. This email thanks the customer for reaching out and summarizes the solution provided, including any adjustments made to the account. It ends with contact information should the customer need further assistance, reinforcing the company’s dedication to their satisfaction.

Ask for feedback

Asking for feedback involves inviting customers to share their thoughts on the quality of service they received. This engagement is essential for understanding how customers perceive the service and identifying areas for improvement.

Why asking for feedback is important?

Soliciting feedback is crucial for continuous improvement. It provides direct insights into customer satisfaction and service effectiveness, allowing the company to make informed decisions about future training, processes, and customer service strategies.

How to ask for feedback?

Integrate a brief, user-friendly feedback form or survey in the follow-up message, making it easy for customers to respond.
Encourage honesty and detail by asking specific questions about different aspects of the service experience.
Offer multiple ways to give feedback, such as through links to online surveys, direct replies, or even a quick rating system.

What tools to use for asking for feedback?

Survey software
NPS forms
Polls
Open-ended questions

Example

At the end of the follow-up email, customers are provided with a link to a short survey where they can rate their satisfaction with the service and provide any comments on their experience. The collected data is reviewed monthly to assess performance metrics and guide training developments, ensuring the service team continuously adapts to meet customer needs.

Close the ticket if resolved

Closing the ticket involves finalizing the issue in the customer service management system once the customer has confirmed a resolution confirms a resolution. This step formally ends the service interaction, ensuring that all necessary actions have been completed and documented.

Why closing the tickets is important?

Closing a ticket is crucial for maintaining an organized and efficient tracking system. It ensures that all issues are accounted for and resolved, prevents duplication of efforts, and allows for accurate reporting and analysis of service performance.

How to close the tickets?

Confirm with the customer that their issue has been satisfactorily resolved before closing the ticket.
Document the resolution details in the ticketing system, including any steps taken or final feedback from the customer.
Perform a final review of the ticket to ensure all relevant information is complete and accurate, then officially close it in the system.

What tools to use for closing the tickets?

Customer support platforms.
CRM systems

Example

After resolving a customer’s technical issue and receiving confirmation from the customer that the solution is satisfactory, an agent completes the ticket with a detailed summary of the interaction and the outcome. The ticket is then closed in the system, signaling that no further action is required and the issue has been successfully resolved. This allows for accurate service quality tracking and customer history maintenance.