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Call center employee evaluation form template
A call review for team leads and QA reviewers that sticks to what can be heard on the recording. A low overall score opens a short coaching plan with a follow-up date, a strong one asks what the agent did well and whether the call belongs in training, and unresolved calls are asked what got in the way.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Let's review a call. Have the recording or transcript open while you go.
Which agent took the call?
When was the call?
What's the call or ticket ID?
What was the call about?
How did the agent do on each part of the call?
How was the customer's issue handled?
What stopped it being resolved?
Overall, how well was this call handled?
What should coaching focus on?
When will you review another of their calls?
What did the agent do especially well?
Would this call make a good example for training?
Anything else the agent should hear about this call?
Have you gone through this review with the agent yet?
Ends with
Review saved
The flow
Where each answer leads. Every route here is editable once the form is yours.
Short text
Date
Short text
Dropdown
Matrix
Single select
Long text
Rating
Multi select
Date
Long text
Yes / No
Long text
Yes / No
What this template uses
- Short text
- Date
- Dropdown
- Matrix
- Single select
- Long text
- Rating
- Multi select
- Yes / No
- 5 branches
Questions to consider
- Which steps on your calls are compulsory, such as identity checks or a recorded disclosure, and should they get their own row?
- What score counts as a weak call on your team, and should it trigger coaching at 2 or at 3?
- How many calls per agent will you review each month so the scores are fair?
- Should agents see the review before or during the one-to-one?
How to use the responses
Export the reviews to CSV and look at each agent across several calls, never one, since a single bad call is often a hard customer. Compare the grid rows across the whole team to spot gaps that need group training rather than individual coaching. Put the follow-up dates from weak calls in your calendar, and pass the calls marked as training examples to whoever runs onboarding.
How to customize and share it
- 1Rewrite the grid rows to match your own call standards, keeping each one something a reviewer can actually hear.
- 2Replace the call types in the dropdown with the queues or reasons your team uses.
- 3Bookmark the link for reviewers, or embed it on your internal QA page so it sits next to the recordings.
Frequently asked questions
What should a call center evaluation form include?
The agent, the call details, scores for observable behaviour such as greeting, listening, accuracy and closing, and how the issue was resolved. A short coaching note makes the score something the agent can act on.
How do you evaluate a call center agent fairly?
Score what you can hear on the recording rather than impressions, use the same criteria every time, and review several calls before drawing conclusions.
How often should call quality be reviewed?
Often enough to see a pattern for each agent. Many teams review a handful of calls per agent each month, with more for new starters.
Can several reviewers use the same form?
Yes. Share one link with every reviewer and all the reviews land in the same dashboard, where you can filter them by agent.