Legal Templates
Call Evaluation Form

Call Evaluation Form for India

Call Evaluation Form Template for India

A comprehensive evaluation framework designed for assessing call quality and agent performance in Indian business operations, compliant with Indian telecommunications and data protection regulations. This document provides structured criteria for evaluating customer interactions, measuring service quality, ensuring regulatory compliance, and identifying training needs. It incorporates key performance indicators aligned with Indian customer service standards while maintaining compatibility with international best practices in call center operations.

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What is a Call Evaluation Form?

The Call Evaluation Form serves as a standardized tool for assessing the quality of customer service interactions in call center environments operating under Indian jurisdiction. This document is essential for maintaining consistent service standards, ensuring regulatory compliance, and supporting employee development. It is designed to evaluate various aspects of call handling, including customer service skills, technical knowledge, compliance adherence, and problem-resolution capabilities. The form incorporates requirements from Indian telecommunications regulations, data protection laws, and industry-specific guidelines, making it suitable for both domestic and international service operations based in India. It should be used for every evaluated call to maintain documentation for training, performance management, and quality assurance purposes.

What sections should be included in a Call Evaluation Form?

1. Call Information: Basic details including date, time, agent ID, customer reference, call duration

2. Quality Parameters: Core evaluation criteria including greeting, communication skills, process adherence

3. Technical Compliance: Assessment of system usage, tool proficiency, and procedure following

4. Customer Experience: Evaluation of customer service aspects, empathy, and resolution effectiveness

5. Call Resolution: Assessment of problem-solving and call outcome

6. Compliance Adherence: Evaluation of regulatory compliance, disclaimers, and required disclosures

7. Scoring Summary: Overall scoring breakdown and final rating calculation

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

1. Language Proficiency: Additional section for evaluating language skills when handling international calls

2. Sales Effectiveness: Optional section for evaluating sales techniques and conversion rates in sales-focused calls

3. System Handling: Detailed evaluation of CRM and system usage for technical support calls

4. Escalation Management: Assessment of escalation handling for complex service calls

5. Product Knowledge: Specific section for evaluating product expertise in technical or product-focused calls

What schedules should be included in a Call Evaluation Form?

1. Scoring Guide: Detailed explanation of scoring criteria and rating system

2. Performance Benchmarks: Standard performance levels and corresponding ratings

3. Compliance Checklist: List of mandatory compliance points to be checked during evaluation

4. Quality Standards Reference: Detailed breakdown of quality parameters and best practices

5. Improvement Action Plan Template: Template for documenting required improvements and follow-up actions

Authors

Alex Denne

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

Linkedin in social icon imageX social icon image

Jurisdiction

India

Publisher

Genie AI

Document Type

Evaluation Form

Sector

Corporate Governance

Cost

Free to use
Relevant legal definitions
Evaluator
Agent
Call Duration
Quality Score
Critical Error
Non-Critical Error
Customer Interaction
First Call Resolution (FCR)
Average Handling Time (AHT)
Hold Time
Resolution Code
Compliance Breach
Quality Parameters
Performance Metrics
Evaluation Period
Scoring Criteria
Customer Satisfaction Indicators
Service Level Agreement (SLA)
Call Recording
Monitoring Session
Calibration
Performance Benchmark
Quality Threshold
Evaluation Cycle
Appeal Process
Remedial Action
Training Need
Customer Feedback
Call Category
Verification Points
Soft Skills
Technical Knowledge
Process Adherence
Documentation Standards
Quality Assurance Protocol
Clauses
Call Identification
Agent Information
Evaluation Parameters
Performance Scoring
Quality Standards
Compliance Requirements
Data Protection
Customer Privacy
Call Recording Consent
Evaluation Methodology
Scoring Guidelines
Performance Metrics
Customer Experience
Technical Competency
Process Adherence
Resolution Effectiveness
Documentation Standards
Feedback Mechanism
Appeal Rights
Training Requirements
Remedial Actions
Confidentiality
Record Keeping
Quality Monitoring
Evaluation Frequency
Performance Review
Grievance Handling
Relevant Industries

Banking and Financial Services

Telecommunications

Healthcare

E-commerce

Insurance

Technology Support

Travel and Hospitality

Retail

Utilities

Government Services

Relevant Teams

Quality Assurance

Customer Service

Operations

Training and Development

Human Resources

Compliance

Performance Management

Customer Experience

Quality Control

Learning and Development

Relevant Roles

Quality Assurance Specialist

Call Center Manager

Customer Service Director

Training Coordinator

Performance Manager

Quality Analyst

Operations Manager

Customer Experience Manager

Compliance Officer

Call Center Supervisor

Quality Control Manager

Industries
Information Technology Act, 2000: Governs electronic data handling, storage, and security requirements for digital records including call recordings and evaluation data
Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011: Provides guidelines for handling sensitive personal information collected during calls and maintaining security in data storage
Consumer Protection Act, 2019: Ensures fair treatment of consumers and maintains service quality standards in customer interactions
Industrial Employment (Standing Orders) Act, 1946: Governs employment terms and conditions, including performance evaluation methods and criteria
TRAI Guidelines for Call Centers: Specific guidelines from Telecom Regulatory Authority of India regarding call center operations and quality monitoring
The Personal Data Protection Bill (when enacted): Upcoming legislation that will affect how personal data collected during calls is processed and stored
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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