Call Monitoring Form Template

Agent Name
Product
Client
Call Date
System ID (Call ID Number)
Type of Call (Inbound, Outbound)
Type of Caller (HCP, Patient/Consumer, Other)
Primary Reason for Call
Call Scenario
Compliance Score Weight Points Availabe Value for Score Comments Description
Provided disclaimers in accordance with
1 1 1 1 1 Did the agent provide all required disclaimers in their entirety?
program requirements
Does the agent respond to the specific customer's inquiry without
Responded in a way that is limited to the caller's
2 1 4 4 4 expanding beyond the customer's inquiry with an exception for
inquiry
relevant safety information.
Appropriately identified a potential Adverse If stated, identify all Potential Adverse Event (PAE) or Product
3 1 5 5 5
Event or Product Quality Complaint Quality Complaint (PQC)
If stated and identified, acknowledge Potential Adverse Event (PAE)
Appropriately handled a potential Adverse
4 1 5 5 5 or Product Quality Complaint (PQC) and transfer caller immediately
Event or Product Quality Complaint
to appropriate channel or state appropriate language.
Soft Skills
Customer Greeting Score Comments Description
Appropriately greeted caller and identified self Agent introduces self by name and title and provides program name.
5 1 1 1 1
and organization Offered assistance.

Collected/ confirmed appropriate demographic information or

6 Requested name and required demographics 1 1 1 1
confirmed HCP.

Identifying and Meeting Customer's Needs Score Comments Description

Does agent ask probing/clarifying questions to ensure adequate
understanding of customer's needs? Does agent ask check back
Asked relevant clarifying questions to accurately
7 1 1 1 1 questions to ensure customer understanding? Would the use of
identify caller's inquiry
probing and check back questions provided a better customer
experience?
Does the agent use ownership phrases such as "I'd be glad to help
Took the lead, used ownership phrases, and you"? Is the agent confident in their delivery of information? Does
8 1 1 1 1
promoted confidence in resolving the inquiry the agent sound confused or unsure of how to proceed when
responding to the caller's inquiry?
Does the agent navigate smoothly through the call? Is the call
Handled caller's needs in a clear and organized
9 1 1 1 1 organized and does the agent transition effectively to address the
manner
caller's needs?
Listened actively and limited need to ask caller Does the agent ask the caller to repeat information, reason for call,
10 1 1 1 1
to repeat information etc., that was clearly stated by the caller?
Communication Skills Score Comments Description
Is the agent's rate of speech too rapid for the caller to easily record
Used appropriate volume, pace and voice tone.
or absorb information? Are words clearly enunciated and clearly
11 Words were clearly enunciated and properly 1 1 1 1
pronounced? Is the tone upbeat and warm or does it sound robotic
pronounced.
or scripted?
Did the agent use effective empathy phrases such as "I'm sorry to
Established rapport, demonstrated empathy
12 1 1 1 1 hear that happened"? Does the agent acknowledge the caller's
and diffused angry callers when appropriate
feelings and apologize for an unsatisfactory experience?
Is there excessive use of vocal fillers ("um", "uh") that negatively
13 Avoided use of slang/jargon 1 0.5 0.5 0.5
impact the call?
Is there excessive use casual language ("no prob", "you guys") that
14 Avoided repeated use of vocal fillers ("um") 1 0.5 0.5 0.5
negatively impact the call
15 Avoided dead air 1 0.5 0.5 0.5 Is there exccessive unexplained 'dead air'?
Curse words, rude behavior, purposefully disconnecting or providing
16 Maintained business professional relationship 1 1 1 1 unscripted medical advice/ opinions are examples that would result
in deduction here.
Does the agent allow the caller to speak freely, or do they interrupt
17 Avoided interrupting caller 1 1 1 1 and/or talk over the caller? Or does the agent speak over the caller
without an apology?
Did the agent ask permission to place the caller on hold? Did the
agent provide an estimated hold time? Did the agent check back in
18 Used proper hold and transfer techniques 1 1 1 1
with the caller after exceeding the estimated hold time? Did the
agent thank the caller for holding upon return?
Closing Comments Description
Asked if caller had additional inquiries prior to Does the agent ask if the caller has any additional inquiries prior to
19 1 1 1 1
call completion concluding or transferring the call?
Does the agent ask if the caller has any other questions prior to
concluding the call or transferring the caller? Does the agent thank
20 Appropriately closed call 1 1 1 1
the caller? If the call is transferred, does that agent provide the direct
line and website, unless caller is rushed?

Score 100%