Build an Effective Call Monitoring Form

Monitoring calls is a crucial part of maintaining quality in any contact centre. It helps ensure customers receive consistent, professional, and effective service every time they reach out.

A well-designed tool for this process is the call monitoring form. In this article, we’ll take a closer look at what makes an effective call monitoring form and how to build one for your team.

What Is a Call Monitoring Form?

A call monitoring form is a tool used in contact centres to review and score customer service calls. It helps quality assurance (QA) teams check if agents are following company guidelines, communicating clearly, and providing a good customer experience.

These forms usually include a list of key things to look out for during a call, like how well the agent listens, how they solve problems, and how polite or professional they are.

Call monitoring forms are important because they give a consistent way to measure performance, offer helpful feedback, and support training and coaching. They play a big role in helping teams improve over time and deliver better service.

What Should Be Included on Your Call Monitoring Form?

Your call monitoring form should focus on the most important areas of a customer interaction. The goal is to evaluate not just what an agent says, but how they handle the conversation, from tone and professionalism to following processes and solving the customer’s issue.

At a high level, your form should cover:

Soft Skills
Process
Compliance
Outcomes

Below is a closer look at each area.

1. Soft Skills

Soft skills are often what set a great customer experience apart from a good one. This section focuses on the agent’s ability to communicate clearly, show empathy, and remain calm under pressure. Did the agent listen actively? Were they polite, friendly, and professional throughout the call?

Look for:

Tone of voice and pace of speech
Active listening and empathy
Confidence and professionalism
Ability to build rapport

2. Process

This area checks whether the agent followed the correct steps and internal procedures. Even the most friendly interaction can fall short if important steps are missed.

Look for:

Was the customer verified correctly?
Did the agent follow the call script or process flow?
Were any systems or tools used correctly?
Was the issue documented as required?

3. Compliance

Compliance is critical in industries like finance, healthcare, or telecom, anywhere regulations and internal policies apply. This section ensures agents are meeting legal, ethical, and company-specific requirements.

Look for:

Disclosure of legal statements or disclaimers
Proper data protection and privacy practices
Adherence to industry regulations
Appropriate call recording or consent procedures

4. Outcomes

This final section focuses on results. Did the call achieve its purpose? Was the customer’s issue resolved or their question answered clearly?

Look for:

First call resolution (FCR)
Clear explanation of next steps
Customer satisfaction indicators
Avoiding unnecessary escalations

★★★★★

Examples of Call Monitoring Forms in Use

Call monitoring forms come in different formats, each designed to suit various QA approaches and contact centre needs. Here are some common types you might encounter:

Traditional Numeric Call Monitoring Forms

These forms use a scoring system where agents are rated on specific criteria with numeric values (e.g. 1 to 5). This method provides a clear, quantifiable performance score that makes it easy to compare results over time and across agents. It’s popular for its simplicity and straightforwardness.

Non-Numeric Call Centre QA Forms

Instead of using scores, non-numeric forms focus on descriptive feedback and qualitative comments. They emphasize narrative evaluations, highlighting strengths, areas for improvement, and coaching notes. This approach encourages more detailed insights but can be harder to standardize.

Success Card QA Form

Success cards focus on key behaviours and outcomes that define a successful call. Rather than scoring every detail, they track whether essential actions were completed (like greeting the customer, verifying information, or resolving the issue). This format is quick to use and helps maintain consistent standards.