The Call Monitoring Evaluation Form serves as a critical tool for maintaining and improving customer service quality in organizations that handle customer communications via telephone. This document is designed to comply with Canadian federal and provincial regulations, including PIPEDA, provincial privacy laws, and employment standards. It enables systematic evaluation of call handling, customer service quality, and regulatory compliance while providing a standardized framework for performance assessment and feedback. The form includes comprehensive evaluation criteria covering various aspects of call handling, from initial greeting to call resolution, and supports both quality assurance and professional development objectives. It is particularly valuable for organizations seeking to maintain consistent service standards, provide constructive feedback to staff, and document performance for training and development purposes.
Your data doesn't train Genie's AI
You keep IP ownership of your information
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
OR
Let Genie AI's market-leading legal AI identify missing terms, unusual language, compliance issues and more - in just seconds.
Upload your Doc
1. Call Information: Basic details including date, time, agent name, customer interaction ID, call duration, and evaluator name
2. Compliance and Disclosure: Verification that required disclosures were made regarding call recording and monitoring
3. Opening Interaction: Evaluation of greeting, identity verification, and initial rapport building
4. Communication Skills: Assessment of verbal communication, listening skills, clarity, tone, and professional language
5. Technical Knowledge: Evaluation of product/service knowledge and accuracy of information provided
6. Problem Resolution: Assessment of problem-solving approach, solution accuracy, and efficiency
7. Customer Experience: Evaluation of empathy, rapport, and overall customer service quality
8. Call Control: Assessment of call flow management, time management, and handling of difficult situations
9. Closing: Evaluation of call wrap-up, summary, and next steps communication
10. Overall Score: Final scoring calculation and performance level determination
11. Action Items: Specific recommendations for improvement and follow-up actions
1. Sales Performance: For sales-focused calls: evaluation of sales techniques, cross-selling, and closing abilities
2. Compliance Checklist: For regulated industries: detailed compliance requirements verification
3. Language Skills: For multilingual service centers: assessment of language proficiency and accuracy
4. System Usage: For technical support: evaluation of system navigation and tool utilization
5. Quality Assurance Override: For cases requiring senior review or special circumstances consideration
1. Scoring Guide: Detailed breakdown of scoring criteria and performance level definitions
2. Required Phrases/Scripts: List of mandatory greetings, disclosures, and phrases
3. Common Errors Reference: Guide to common mistakes and how to avoid them
4. Performance Metrics: Definitions and calculations of KPIs used in evaluation
5. Improvement Plan Template: Standard template for documenting performance improvement actions
Relevant legal definitions
Agent
Evaluator
Call Session
Quality Score
Customer Interaction
Performance Metrics
Evaluation Period
Service Level
Call Resolution
Compliance Requirements
Monitoring Session
Performance Standards
Quality Criteria
Critical Error
Minor Error
Customer Experience Metrics
Hold Time
Handle Time
First Call Resolution
Script Adherence
Evaluation Criteria
Performance Indicators
Customer Verification
Call Recording
Quality Assurance
Calibration Session
Appeals Process
Coaching Session
Performance Review
Customer Satisfaction Score
Net Promoter Score
Call Categories
Dispute Resolution
Privacy Requirements
Confidential Information
Personal Information
Regulated Information
Call Flow
Resolution Time
Service Quality
Evaluator
Call Session
Quality Score
Customer Interaction
Performance Metrics
Evaluation Period
Service Level
Call Resolution
Compliance Requirements
Monitoring Session
Performance Standards
Quality Criteria
Critical Error
Minor Error
Customer Experience Metrics
Hold Time
Handle Time
First Call Resolution
Script Adherence
Evaluation Criteria
Performance Indicators
Customer Verification
Call Recording
Quality Assurance
Calibration Session
Appeals Process
Coaching Session
Performance Review
Customer Satisfaction Score
Net Promoter Score
Call Categories
Dispute Resolution
Privacy Requirements
Confidential Information
Personal Information
Regulated Information
Call Flow
Resolution Time
Service Quality
Clauses
Personal Information Protection
Call Recording Consent
Quality Standards
Performance Evaluation
Confidentiality
Data Protection
Employee Rights
Evaluation Criteria
Scoring Methodology
Appeals Process
Feedback Procedures
Training Requirements
Compliance Standards
Monitoring Frequency
Documentation Requirements
Privacy Safeguards
Performance Metrics
Remedial Actions
Quality Assurance
Dispute Resolution
Record Retention
Regulatory Compliance
Customer Protection
Service Standards
Call Recording Consent
Quality Standards
Performance Evaluation
Confidentiality
Data Protection
Employee Rights
Evaluation Criteria
Scoring Methodology
Appeals Process
Feedback Procedures
Training Requirements
Compliance Standards
Monitoring Frequency
Documentation Requirements
Privacy Safeguards
Performance Metrics
Remedial Actions
Quality Assurance
Dispute Resolution
Record Retention
Regulatory Compliance
Customer Protection
Service Standards
Relevant Industries
Banking and Financial Services
Telecommunications
Healthcare
Insurance
Retail
Technology Support
Government Services
Utilities
Travel and Hospitality
E-commerce
Telecommunications
Professional Services
Relevant Teams
Quality Assurance
Customer Service
Operations
Training and Development
Human Resources
Compliance
Customer Experience
Performance Management
Contact Center Operations
Relevant Roles
Quality Assurance Specialist
Call Center Manager
Customer Service Supervisor
Training Manager
Performance Coach
Operations Manager
Customer Experience Director
Compliance Officer
Team Leader
Call Center Agent
Quality Control Analyst
Customer Service Excellence Manager
Contact Center Director
Find the exact document you need
Medical Office Employee Evaluation Form
A Canadian-compliant employee evaluation form for medical office staff, incorporating healthcare-specific performance metrics and regulatory requirements.
find out more
Ministry Evaluation Form
A Canadian government standardized form for evaluating ministry programs and initiatives in compliance with federal accountability requirements.
find out more
Lecturer Evaluation Form
A standardized form for evaluating lecturer performance in Canadian educational institutions, compliant with provincial regulations and employment standards.
find out more
Event Evaluation
A Canadian-compliant contract template for professional event evaluation services, outlining assessment methodology, deliverables, and reporting requirements.
find out more
Vendor Evaluation Sheet
A structured vendor assessment tool aligned with Canadian procurement requirements for systematic evaluation of suppliers across key performance criteria.
find out more
Employee Evaluation Of Supervisor
A Canadian-compliant evaluation form for employees to assess their supervisors' performance, incorporating both performance metrics and feedback mechanisms.
find out more
Staff Self Assessment
A Canadian-compliant self-assessment tool for employees to evaluate their performance and professional development, aligned with federal and provincial employment standards.
find out more
Staff Annual Review
A Canadian-compliant template for conducting and documenting annual employee performance reviews, aligned with federal and provincial employment standards.
find out more
Project Evaluations
A Canadian legal agreement establishing terms and framework for professional project evaluation services, compliant with federal and provincial regulations.
find out more
Presentation Evaluation Form For Students
A Canadian-compliant evaluation form for assessing student presentations in educational settings, featuring comprehensive scoring rubrics and feedback mechanisms.
find out more
Call Monitoring Evaluation Form
A Canadian-compliant call quality evaluation form for assessing customer service interactions and agent performance in accordance with federal and provincial regulations.
find out more
90 Day Evaluation
Canadian 90-day evaluation employment agreement establishing terms, conditions, and performance criteria for potential permanent employment.
find out more
60 Day Evaluation
A Canadian-compliant 60-day evaluation agreement establishing terms and assessment criteria for a temporary working arrangement.
find out more
360 Degree Feedback Questionnaire
A Canadian-compliant 360-degree feedback questionnaire for gathering comprehensive multi-source performance feedback, aligned with federal and provincial privacy and employment laws.
find out more
Work Appraisal
A Canadian-compliant document for formal employee performance evaluation and professional development planning.
find out more
Basic Appraisal Form
A standardized Canadian property appraisal document providing professional valuation analysis in compliance with CUSPAP and provincial regulations.
find out more
6 Month Evaluation
A Canadian-compliant 6-month evaluation employment contract establishing terms, conditions, and performance criteria for a fixed-term evaluation period.
find out more
Employee Performance Appraisal Form
A Canadian-compliant Employee Performance Appraisal Form for structured evaluation of employee performance and development planning.
find out more
Bonus Evaluation
A Canadian-compliant framework document outlining the criteria, methodology, and terms for evaluating and determining employee bonus compensation.
find out more
Distributor Evaluation
A Canadian-law governed agreement establishing the framework and criteria for evaluating potential distributors, including assessment processes and mutual obligations.
find out more
Website Evaluation
Canadian-law governed agreement for professional website evaluation services, establishing assessment scope, methodology, and deliverables.
find out more
Training Evaluation
A Canadian-compliant legal framework for conducting and documenting training program evaluations.
find out more
Teacher Appraisal
A Canadian-compliant document outlining the formal process and criteria for evaluating teaching staff's performance and professional development in educational institutions.
find out more
Simple Appraisal Form
A standardized Canadian property valuation document compliant with CUSPAP and provincial regulations, providing professional opinion of real estate value.
find out more
Service Evaluation
A Canadian-law governed agreement establishing the framework and criteria for professional service evaluation and assessment.
find out more
Peer Feedback Form
A Canadian-compliant peer feedback form for structured colleague evaluation and professional development feedback.
find out more
Annual Review Letter
A Canadian-compliant formal document recording annual employee performance evaluation, objectives, and any changes in employment terms.
find out more
Company Evaluation
A Canadian-law governed agreement establishing terms for professional company valuation services, following CICBV standards and federal/provincial requirements.
find out more
Nonprofit Executive Director Performance Evaluation
A Canadian-compliant framework for evaluating nonprofit Executive Director performance, aligned with federal and provincial regulations.
find out more
Employee Evaluation Sheet
A Canadian-compliant employee evaluation framework for documenting performance assessments, goals, and development plans in accordance with federal and provincial employment standards.
find out more
Activity Evaluation Form
A Canadian-compliant structured form for evaluating and documenting specific activities or tasks, incorporating performance metrics and feedback mechanisms.
find out more
Teacher Evaluation
Canadian teacher evaluation agreement establishing assessment framework and procedures in compliance with provincial education laws and professional standards.
find out more
Teacher Assessment Form For Students
A Canadian-compliant educational document for comprehensive student performance evaluation and progress reporting in academic institutions.
find out more
Evaluation Letter For Employee Performance
A Canadian-compliant formal document for evaluating and documenting employee performance, achievements, and development areas, aligned with federal and provincial employment standards.
find out more
Team Feedback Form
A Canadian-compliant performance evaluation document for structured employee feedback and development planning.
find out more
Printable Appraisal Form
A comprehensive Canadian property appraisal form compliant with federal and provincial regulations for professional property valuation.
find out more
Construction Project Evaluation
A Canadian-compliant document for evaluating construction projects against technical, financial, and regulatory requirements.
find out more
Leadership Evaluation
A Canadian-compliant leadership evaluation framework for assessing and developing organizational leaders, aligned with federal and provincial employment standards.
find out more
Health And Safety Performance Review
A Canadian regulatory document for evaluating organizational health and safety performance, ensuring compliance with federal and provincial safety requirements.
find out more
Product Assessment
A Canadian-law agreement governing professional product assessment services, including testing protocols and compliance requirements.
find out more
Genie’s Security Promise
Genie is the safest place to draft. Here’s how we prioritise your privacy and security.
Your documents are private:
We do not train on your data; Genie’s AI improves independently
All data stored on Genie is private to your organisation
Your documents are protected:
Your documents are protected by ultra-secure 256-bit encryption
We are ISO27001 certified, so your data is secure
Organizational security:
You retain IP ownership of your documents and their information
You have full control over your data and who gets to see it
.png)
.png)