Call Evaluation Form for Malaysia

Call Evaluation Form Template for Malaysia

A comprehensive evaluation tool designed for the Malaysian market that enables systematic assessment of call handling performance in accordance with Malaysian employment laws and data protection regulations. The document facilitates objective evaluation of customer service representatives' call handling abilities, compliance with procedures, and adherence to quality standards while ensuring fair and transparent performance assessment in line with Malaysian labor practices and industry standards. It incorporates both quantitative scoring metrics and qualitative feedback mechanisms to support employee development and maintain service quality.

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What is a Call Evaluation Form?

The Call Evaluation Form serves as a standardized tool for assessing the quality and effectiveness of customer service interactions via telephone in the Malaysian business environment. This document is essential for organizations that need to maintain consistent service standards and comply with Malaysian employment regulations, including the Employment Act 1955 and Personal Data Protection Act 2010. The form enables systematic evaluation of call handling skills, customer service quality, compliance with procedures, and overall performance metrics. It is designed to support fair employee assessment, identify training needs, and document performance for human resource purposes while ensuring alignment with Malaysian legal requirements and industry best practices.

What sections should be included in a Call Evaluation Form?

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

2. Customer Interaction Skills: Assessment of greeting, professional courtesy, active listening, and appropriate language use

3. Technical Knowledge: Evaluation of product/service knowledge, accuracy of information provided, and problem-solving capabilities

4. Call Handling Efficiency: Assessment of call control, time management, and appropriate use of hold/transfer procedures

5. Compliance & Procedures: Evaluation of adherence to script requirements, regulatory compliance, and internal procedures

6. Resolution & Follow-up: Assessment of problem resolution, action items completion, and proper call closure

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

8. Feedback Summary: Space for detailed comments, areas of excellence, and improvement opportunities

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

1. Language Proficiency: Additional section for evaluating multiple language capabilities when relevant for multilingual call centers

2. Sales Performance: Optional section for evaluating sales techniques and conversion rates when applicable to sales-focused roles

3. System Navigation: Section for assessing efficiency in using specific software tools and systems

4. Customer Satisfaction Indicators: Section linking customer feedback or satisfaction scores to the call evaluation when available

What schedules should be included in a Call Evaluation Form?

1. Scoring Guide: Detailed rubric explaining the scoring criteria and standards for each evaluation component

2. Performance Metrics Reference: Standard benchmarks and KPIs for different performance levels

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

4. Action Plan Template: Template for documenting required improvements and development plans based on evaluation results

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

Cost

Free to use

Relevant legal definitions

Clauses

Relevant Industries

Telecommunications

Banking and Financial Services

Insurance

Healthcare

Retail

Technology and IT Support

Travel and Hospitality

E-commerce

Utilities

Government Services

Relevant Teams

Quality Assurance

Customer Service

Operations

Human Resources

Training and Development

Performance Management

Client Services

Technical Support

Sales

Customer Experience

Relevant Roles

Quality Assurance Specialist

Call Center Manager

Customer Service Representative

Team Leader

Performance Manager

Training Coordinator

Operations Manager

Customer Experience Manager

Quality Analyst

Human Resources Manager

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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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