Outbound call monitoring form template

Start by scheduling regular evaluation sessions, either through live monitoring or call recordings. Apply the form consistently across different agents and call types. After scoring, identify patterns in strengths and weaknesses. Then provide specific feedback with examples from calls, and develop targeted training to address common issues. Regular follow-up evaluations will show improvement over time.

Add industry-specific compliance requirements as additional evaluation criteria. Modify the “Product Knowledge” section to include key technical specifications relevant to your offerings. Consider adding a section for industry terminology usage if specialized vocabulary is important. You might also adjust scoring weights to emphasize areas most critical to your particular sales process and customer expectations.

Schedule one-on-one sessions within 24 hours of evaluation while the call is still fresh in memory. Begin with positive observations before addressing areas for improvement. Share specific examples from the call that illustrate both strengths and weaknesses. Collaborate on creating concrete action steps for improvement, and document these in a development plan that you can reference in future sessions.

Absolutely. Agent input creates buy-in and ensures the form addresses real-world challenges they face. Hold focus groups to identify which aspects of calls they find most challenging. Ask your best performers what techniques drive their success. Review draft criteria with the team and incorporate their feedback. This collaborative approach results in more relevant evaluation criteria and reduces resistance to the monitoring process.