Call Evaluation Form

Call Evaluation Form for Nigeria

Call Evaluation Form Template for Nigeria

This Call Evaluation Form is a comprehensive assessment tool designed for use in Nigerian business environments, structured to comply with Nigerian labor laws, data protection regulations, and telecommunications standards. The document provides a systematic framework for evaluating telephone-based customer interactions, incorporating both qualitative and quantitative metrics to assess performance, compliance, and service quality. It includes specific provisions aligned with the Nigeria Data Protection Regulation (NDPR) 2019 and relevant sections of the Nigerian Communications Act, ensuring proper handling of customer data and communication standards.

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What is a Call Evaluation Form?

The Call Evaluation Form serves as a crucial quality assurance tool in Nigerian business operations where telephone-based customer interactions are essential. This document is designed to be used by supervisors, quality assurance personnel, and team leaders to evaluate the performance of call center agents and customer service representatives. It incorporates evaluation criteria that align with Nigerian telecommunications regulations, data protection laws, and industry best practices. The form includes comprehensive assessment parameters covering technical skills, communication ability, compliance adherence, and customer service quality. It is particularly important in ensuring consistent service delivery and maintaining compliance with Nigerian regulatory requirements, including the NDPR 2019 and relevant telecommunications standards.

What sections should be included in a Call Evaluation Form?

1. Call Information: Basic details including date, time, caller ID (if applicable), agent name, evaluator name, and call duration

2. Call Opening: Assessment of greeting, identity verification, and initial rapport building

3. Technical Skills: Evaluation of system usage, accuracy of information provided, and adherence to technical procedures

4. Communication Skills: Assessment of language proficiency, clarity, tone, and professional conduct

5. Problem Resolution: Evaluation of issue identification, solution provision, and problem-solving approach

6. Compliance Adherence: Assessment of adherence to regulatory requirements, company policies, and required disclaimers

7. Call Closing: Evaluation of call wrap-up, summary, and farewell

8. Overall Score: Final scoring section with weighted averages and performance classification

9. Feedback Summary: Detailed feedback including strengths, areas for improvement, and specific recommendations

What sections are optional to include in a Call Evaluation Form?

1. Sales Skills Assessment: For sales-oriented calls - evaluates product knowledge, sales techniques, and closing abilities

2. Customer Satisfaction Indicators: When customer feedback is available - includes customer satisfaction scores and comments

3. Language Proficiency Section: For international calls - detailed assessment of language skills and cultural sensitivity

4. Technical Support Evaluation: For technical support calls - specific assessment of technical knowledge and troubleshooting skills

5. Compliance Special Requirements: For regulated industries - additional compliance checkpoints specific to the industry

What schedules should be included in a Call Evaluation Form?

1. Scoring Guide: Detailed scoring criteria and guidelines for each evaluation parameter

2. Performance Standards: Benchmark standards and performance level definitions

3. Industry-Specific Scripts: Standard scripts and phrases that should be used during calls

4. Quality Monitoring Checklist: Detailed checklist for evaluators to ensure consistent assessment

5. Compliance Requirements: List of regulatory requirements and mandatory statements for different call types

Authors

Alex Denne

Head of Growth (Open Source Law) @ ��Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Cost

Free to use

Relevant legal definitions

Clauses

Relevant Industries

Telecommunications

Banking and Financial Services

Insurance

Healthcare

Retail

Technology

Customer Service Outsourcing

Travel and Hospitality

E-commerce

Utilities

Relevant Teams

Quality Assurance

Customer Service

Operations

Training and Development

Human Resources

Compliance

Performance Management

Customer Experience

Contact Center Operations

Relevant Roles

Call Center Agent

Customer Service Representative

Quality Assurance Specialist

Call Center Supervisor

Customer Experience Manager

Training Coordinator

Performance Manager

Operations Manager

Contact Center Director

Customer Service Manager

Quality Assurance Manager

Compliance Officer

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What is a Call Evaluation Form?

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What sections are optional to include in a Call Evaluation Form?

What schedules should be included in a Call Evaluation Form?

Authors

Alex Denne

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