About this template
Evaluating customer support interactions is vital for maintaining high service standards and driving continuous agent improvement. This Call Center Quality Monitoring Form empowers QA specialists, team leads, and operations managers to systematically assess customer service calls, track agent performance, and identify coaching opportunities.
Designed for speed and accuracy, the form captures essential interaction metrics including call duration, agent professionalism, product knowledge, and whether the customer's issue was successfully resolved. By standardizing your QA scoring process, you can spot emerging trends in customer friction, recognize top-performing support agents, and ensure consistent service delivery across your entire team.
Doc2Form makes it effortless to deploy this evaluation template directly into your Google Workspace. Simply customize the criteria to match your internal QA rubrics, share it with your monitoring team, and instantly aggregate scores and qualitative feedback in Google Sheets for deep analysis and coaching preparation.
Key features
- Standardize QA scoring across all support channels
- Evaluate agent professionalism and product knowledge
- Track first-contact resolution and issue status
- Seamlessly store and analyze scores in Google Sheets
- Fully customizable evaluation criteria and rating scales
Use cases
- Routine QA audits of live support calls and chat transcripts
- New hire onboarding and probationary period assessments
- Evaluating escalated customer support interactions
- Measuring team-wide adherence to customer service SLAs
What this form collects
- Caller's Name (Short answer)Enter the first and last name of the customer who placed the call.
- Date and Time of Call (Date)Select the date when the interaction took place.
- Call Duration (Short answer)Approximate length of the call in minutes (e.g., 4.5 minutes).
- Agent's Name (Short answer)Enter the full name of the customer support agent being evaluated.
- Agent ID (Short answer)Enter the employee ID or username of the agent.
- Agent Knowledge & Helpfulness (Linear scale)Rate how effectively the agent answered questions and provided accurate solutions.
- Agent Professionalism Rating (Linear scale)Evaluate tone, empathy, active listening, and adherence to brand courtesy standards.
- Issue Resolution Status (Multiple choice)Was the customer's issue successfully resolved during this interaction?
- Overall Call Center Experience Rating (Linear scale)Rate the overall quality of the interaction from the customer's perspective.
- Additional Comments & Coaching Notes (Paragraph)Provide specific observations, commendations, or areas for improvement to discuss during coaching.
FAQ
How do I start using this call center quality monitoring template?
Simply click to convert and deploy this template straight into your Google Drive as a fully editable Google Form.
Can I customize the rating scales and evaluation criteria?
Yes! You can easily add, remove, or modify questions to match your organization's specific QA scorecards and performance metrics.
Where is the evaluation data saved?
All submitted monitoring forms are instantly captured in your Google Form responses tab and automatically linked to a Google Sheet for reporting.
Is this form mobile-friendly for supervisors working remotely?
Yes, Google Forms work seamlessly on smartphones, tablets, and desktop computers, making it easy to evaluate calls from anywhere.
Can I share individual responses with the respective agents?
You can easily export or share specific rows from the linked Google Sheet with agents during one-on-one coaching sessions.
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.