About this template
The Call Center Coaching Form is an essential tool for supervisors and quality analysts aiming to provide structured, consistent feedback to support agents. By standardizing the evaluation process, this template ensures that every call review focuses on key performance indicators, protocol adherence, and soft skills, helping agents understand exactly where they excel and where they need to improve.
Beyond simple scoring, this form facilitates professional development by documenting specific action plans and long-term goals. It serves as a collaborative record between the supervisor, the quality analyst, and the agent, ensuring transparency and accountability. Using this template allows your team to track performance trends over time, identify common training gaps, and ultimately elevate the quality of your customer service operations.
Key features
- Standardized evaluation criteria for consistent scoring.
- Dedicated sections for actionable goals and development plans.
- Clear documentation for supervisor and agent sign-off.
- Easy tracking of performance trends across your team.
- Fully customizable to match your specific call quality protocols.
Use cases
- Weekly one-on-one agent performance reviews.
- New hire onboarding and quality monitoring.
- Identifying specific training needs for underperforming agents.
- Documenting compliance with company communication standards.
What this form collects
- Evaluation Date (Date)Select the date the call took place.
- Agent Information (Short answer)Please provide the details of the agent being evaluated.
- Greeting and Professionalism (Linear scale)Did the agent use the approved opening and maintain a professional tone?
- Problem Resolution (Linear scale)Did the agent effectively address the customer's issue?
- Compliance and Protocol (Multiple choice)Did the agent follow all required company policies during the call?
- Key Observations (Paragraph)Summarize the strengths and areas for improvement identified during the call.
- Action Plan (Paragraph)What specific steps will the agent take to improve?
- Agent Acknowledgment (Short answer)By typing your name, you acknowledge that you have reviewed this feedback.
FAQ
How does this form help with agent development?
It shifts the focus from simple critique to collaborative growth by requiring specific action plans and measurable goals for every evaluation.
Can I customize the evaluation criteria?
Yes, you can easily modify the question sections in Google Forms to reflect your specific call center protocols and metrics.
How do I handle signatures for the coaching session?
Since Google Forms does not natively support digital signatures, we recommend using the text fields provided for agents and supervisors to type their names as a formal acknowledgment.
Is this form suitable for remote teams?
Absolutely. Because it is a web-based Google Form, you can share the link with remote agents, allowing them to review their feedback and submit their acknowledgments from anywhere.
Get this form in your Google Drive
Save a copy to your Google Drive with one click (uses 1 credit). Or build from a PDF or description in the app.