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Operations

Customer Support & Call Centre Quality Assurance Performance Checklist

This checklist audits full customer support and call centre operations, quality assurance standards, customer experience, regulatory compliance, and end-to-end service delivery for inbound and outbound support teams across all contact channels. It covers the full customer journey from initial contact intake to post-resolution follow-up for standard QA auditing and performance tracking.

10 sections · 67 questions

Call Answering & Initial Customer Greeting

  • Are all inbound calls answered within the organisation’s target threshold (typically 3 rings or 15 seconds) during operating hours?Required
  • Does the support agent open the call with a clear, professional greeting, stating the organisation’s name, their own name, and an offer of assistance?Required
  • Is the greeting delivered in a warm, friendly tone, with no scripted delivery that sounds robotic or insincere?Required
  • Does the agent confirm the customer’s name and account details (where applicable) within the first 30 seconds of the call, to ensure accurate record-keeping?Required
  • Are after-hours calls routed to the correct answerphone or out-of-hours support line, with a clear message stating the next available support time?Required
  • Does the agent avoid placing the customer on hold immediately after answering the call, unless absolutely necessary?Required

Customer Needs Assessment & Active Listening

  • Does the agent ask open-ended questions to fully understand the customer’s query, issue, or request, rather than relying solely on scripted yes/no questions?Required
  • Does the agent practice active listening, with no interruptions while the customer is speaking, and use verbal cues to confirm understanding (e.g., “I see”, “I understand”)?Required
  • Does the agent paraphrase the customer’s issue back to them, to confirm accurate understanding before proceeding with resolution?Required
  • Does the agent identify the root cause of the customer’s issue, rather than just addressing the surface-level problem?Required
  • Does the agent take detailed, accurate notes of the customer’s query, account details, and any relevant information during the call, for the CRM system?Required
  • Does the agent prioritise the customer’s needs, focusing on resolving their issue rather than upselling or promoting additional services unless relevant to the query?Required

Service Resolution & Problem-Solving

  • Does the agent provide a clear, step-by-step resolution to the customer’s issue, with instructions that are easy for the customer to follow?Required
  • Does the agent have the knowledge and authority to resolve the majority of customer queries on the first call, without the need for escalation or follow-up?Required
  • Is the first contact resolution (FCR) rate consistently met or exceeded, in line with the organisation’s QA targets?Required
  • Does the agent proactively offer additional assistance or relevant information that may benefit the customer, related to their resolved issue?Required
  • If the issue cannot be resolved immediately, does the agent provide the customer with a clear timeline for resolution and a guaranteed follow-up time?Required
  • Does the agent confirm with the customer that their issue has been fully resolved to their satisfaction, before closing the call?Required
  • Does the agent avoid giving incorrect or misleading information to the customer, with all guidance aligned to the organisation’s official policies and procedures?Required

Communication & Professionalism Standards

  • Does the agent speak clearly, at a steady pace, with correct pronunciation and grammar, using British English in line with the organisation’s brand guidelines?Required
  • Does the agent maintain a professional, empathetic tone throughout the call, even when dealing with frustrated or upset customers?Required
  • Does the agent avoid using jargon, technical terms, or internal acronyms that the customer may not understand, with all language simplified for clarity?Required
  • Does the agent never interrupt the customer while they are speaking, and always allow the customer to finish their query before responding?Required
  • Does the agent avoid personal conversations, background noise, or distractions during the call, with full focus on the customer?Required
  • Does the agent use polite, respectful language at all times, including “please”, “thank you”, and “I apologise” where appropriate?Required
  • Does the agent never argue with the customer, become defensive, or use dismissive language, even when the customer is in the wrong?Required

Compliance & Data Security Protocols

  • Does the agent handle all customer personal data, account information, and payment details in strict compliance with the data-protection regulations applicable to your jurisdiction and the organisation’s data security policies?Required
  • Does the agent verify the customer’s identity using the organisation’s approved security protocols, before disclosing any account-specific or sensitive information?Required
  • Does the agent never share sensitive customer information with unauthorised third parties, including other customers, family members, or external organisations, without the customer’s explicit consent?Required
  • Does the agent accurately record all call details, customer interactions, and resolution outcomes in the organisation’s CRM system, in line with data retention policies?Required
  • Does the agent follow all regulatory requirements for the industry (e.g., financial services, healthcare, telecommunications) when providing support and guidance to customers?Required
  • Does the agent never make unauthorised changes to a customer’s account, settings, or payment details, without the customer’s explicit verbal or written consent?Required
  • Is all call recording and monitoring conducted in compliance with telecommunications regulations, with customers informed of call recording where required by law?Required

Hold, Transfer & Escalation Management

  • Does the agent only place the customer on hold when absolutely necessary, and always ask for the customer’s permission before doing so?Required
  • Does the agent provide the customer with a clear reason for the hold, and an estimated time they will be on hold, before placing them on hold?Required
  • Does the agent check back with the customer at regular intervals (typically every 30 seconds) if the hold time exceeds the initial estimate?Required
  • If a call needs to be transferred to another department or team, does the agent explain the reason for the transfer to the customer, and confirm the correct department before transferring?Required
  • Does the agent provide the receiving team with all relevant customer information, call notes, and issue details, to avoid the customer having to repeat their query?Required
  • Does the agent only escalate a call to a supervisor or senior team member when the issue cannot be resolved at the first level, with all escalation criteria met in line with the organisation’s policies?Required
  • Does the agent inform the customer of the escalation process, the name of the supervisor handling the query, and the expected follow-up time, before escalating the call?Required

Post-Resolution Follow-Up & Closure

  • Does the agent confirm with the customer that their issue has been fully resolved, and ask if there is anything else they can assist with, before closing the call?Required
  • Does the agent provide the customer with a clear reference number for the query, for future follow-up if needed?Required
  • Does the agent send a post-interaction follow-up email or SMS to the customer, within 1 hour of the call, summarising the resolution, any next steps, and the query reference number?Required
  • Is a post-resolution customer satisfaction (CSAT) survey sent to the customer after the interaction, with clear instructions for completing the survey?Required
  • Does the agent follow up with the customer at the promised time, if the issue required additional work or follow-up after the initial call?Required
  • Are all customer complaints or negative feedback escalated to the relevant team promptly, with a clear resolution plan and follow-up with the customer?Required
  • Does the agent thank the customer for their time and business, and invite them to contact support again if they need further assistance, before closing the call?Required

Multichannel Support Consistency

  • Are the same QA standards, service protocols, and brand guidelines applied consistently across all support channels (phone, email, live chat, social media, SMS)?Required
  • Do agents respond to non-phone support queries (email, live chat, social media) within the organisation’s target response time, with the same level of professionalism and accuracy as phone support?Required
  • Is the customer’s interaction history and query details accessible across all channels, so the customer does not have to repeat their query when switching channels?Required
  • Do agents use the same brand tone, language, and service standards across all channels, with no inconsistency in the information provided to customers?Required
  • Are all multichannel interactions recorded and monitored for QA purposes, with the same auditing criteria applied as for phone calls?Required
  • Do agents proactively follow up with customers across the same channel they initiated contact through, unless the customer requests otherwise?Required

Team Performance & Training Adherence

  • Do all agents complete the organisation’s mandatory induction and training programme, with all QA standards, service protocols, and compliance requirements covered before taking live customer calls?Required
  • Do agents attend regular ongoing training sessions, including product updates, policy changes, customer service skills, and compliance training, to maintain their knowledge and skills?Required
  • Are individual agent QA scores reviewed regularly with the agent, with constructive feedback provided to improve performance and address any areas for development?Required
  • Are agents who consistently meet or exceed QA targets recognised and rewarded, in line with the organisation’s performance management programme?Required
  • Are agents who consistently fail to meet QA standards provided with additional training, coaching, and support, to help them improve their performance?Required
  • Is the overall team QA performance tracked and reported on regularly, with trends identified and action plans developed to improve team-wide performance?Required
  • Do agents have access to up-to-date knowledge bases, script guidelines, and policy documents, to ensure they can provide accurate and consistent information to customers?Required

Emergency & Crisis Response Handling

  • Do all agents have a clear understanding of the organisation’s emergency response protocols, for handling crisis situations, customer emergencies, or high-priority issues?Required
  • Are emergency calls (e.g., threats to safety, fraud, account breaches) identified and escalated immediately to the relevant team or supervisor, with priority handling?Required
  • Do agents follow the approved crisis communication script and protocols when dealing with emergency situations, to ensure consistent and appropriate responses?Required
  • Are all emergency incidents documented in detail, with a post-incident review completed to identify areas for improvement in the response process?Required
  • Do agents receive regular training on emergency and crisis response, with role-play scenarios to practice handling high-stress situations?Required
  • Is there a clear escalation path for emergency situations, with contact details for key decision-makers and emergency services readily available to agents?Required
  • Do agents remain calm, professional, and empathetic when dealing with emergency or crisis situations, providing the customer with clear guidance and reassurance?Required

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