Call Evaluation Form

Call Evaluation Form Template for Netherlands

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Key Requirements PROMPT example:

"I need a Call Evaluation Form for our Dutch tech support center that will be implemented in March 2025, focusing heavily on technical accuracy and GDPR compliance, with specific sections for evaluating remote support tool usage and customer data handling."

Document background

The Call Evaluation Form serves as a standardized tool for assessing the quality and effectiveness of customer service interactions in call center environments under Dutch jurisdiction. This document is essential for organizations that need to maintain consistent service standards while complying with Dutch employment laws and EU data protection regulations. The form is designed to evaluate various aspects of call handling, including customer service skills, technical knowledge, and procedural compliance. It supports performance management, training needs identification, and quality assurance processes while ensuring fair and transparent evaluation practices. The document includes specific considerations for Dutch labor laws regarding employee monitoring and assessment, as well as GDPR requirements for handling personal data in evaluation processes.

Suggested Sections

1. Call Information: Basic details including date, time, agent name, call ID, and call duration

2. Customer Interaction Assessment: Evaluation of greeting, rapport building, and overall customer service approach

3. Technical Knowledge: Assessment of product/service knowledge and accuracy of information provided

4. Communication Skills: Evaluation of clarity, tone, language use, and listening skills

5. Problem Resolution: Assessment of issue handling, solution provision, and follow-through

6. Compliance and Procedures: Evaluation of adherence to scripts, protocols, and regulatory requirements

7. Overall Score: Final scoring calculation and performance level determination

8. Feedback Summary: Key strengths and areas for improvement

Optional Sections

1. Quality Assurance Checklist: Detailed checklist for specific industry compliance requirements - include when call evaluation is in regulated industries

2. Customer Feedback Integration: Section for incorporating direct customer feedback - include when customer survey data is available

3. System/Tool Usage Assessment: Evaluation of how effectively agent used available tools and systems - include for technical support calls

4. Language Proficiency: Assessment of language skills for non-native speakers - include for international call centers

5. Sales Performance Metrics: Evaluation of sales techniques and conversion rates - include for sales-focused calls

Suggested Schedules

1. Scoring Rubric: Detailed breakdown of scoring criteria and weightage for each evaluation component

2. Performance Standards: Document outlining expected performance levels and corresponding scores

3. Call Recording Reference: Details of associated call recording and storage location

4. Development Plan Template: Standard template for creating improvement plans based on evaluation results

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

alex.den.21@genieai.co

Relevant legal definitions

Clauses

Relevant Industries

Telecommunications

Banking and Financial Services

Insurance

Healthcare

Retail

Technology Support

Travel and Hospitality

Utilities

E-commerce

Government Services

Telecommunications

Market Research

Relevant Teams

Quality Assurance

Customer Service

Human Resources

Training and Development

Operations

Compliance

Performance Management

Customer Experience

Sales

Technical Support

Relevant Roles

Quality Assurance Specialist

Call Center Manager

Customer Service Team Leader

Training Coordinator

Performance Manager

Customer Experience Manager

Operations Manager

Human Resources Manager

Compliance Manager

Call Center Agent

Customer Service Representative

Sales Representative

Technical Support Specialist

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