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すべてのテンプレート
Employee & HR

Call Center Agent Performance Evaluation Survey

A supervisor-facing evaluation of a call center agent's call quality, adherence, and soft skills, paired with a best-worst training-priority ranking and an AI follow-up interview that reconstructs a specific recent call to explain the reasoning behind the ratings. Built for team leads and quality analysts running periodic performance reviews.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全13問・約7分
Q01
メッセージ

Thanks for taking a few minutes to evaluate this agent's recent performance. Your honest, specific feedback helps shape coaching and training decisions. Your responses are completely confidential and anonymized. This should take about 6 minutes.

Q02
自由回答（短文）必須

Which agent are you evaluating? (Name or employee ID)

Q03
自由回答（短文）必須

What period does this evaluation cover? (e.g., 'Q3 2024' or 'last 30 days')

Q04
マトリクス必須

Based on calls you've monitored or reviewed this period, rate this agent on each dimension.

6行 × 3列
  • Professionalism and tone
  • Active listening
  • Accuracy of information provided
  • Issue resolution effectiveness
  • Adherence to scripts and processes
  • ほか1件
列: Needs improvement · Meets expectations · Exceeds expectations
Q05
オピニオンスケール必須

Overall, how would you rate this agent's call handling quality this period?

スケール: 1 – 10
最小:Poor最大:Excellent
Q06
選択式必須

In the last 30 days, how often did this agent adhere to their scheduled shift and break times?

  • Always
  • Most of the time
  • Sometimes
  • Rarely
  • Never
Q07
評価スケール

How would you rate this agent's teamwork and collaboration with peers and other departments?

範囲: 1 – 5
最小:Poor最大:Excellent
Q08
ベスト・ワースト選択（MaxDiff）必須

Which training areas are most and least urgent for this agent right now?

  • Product knowledge
  • De-escalation and conflict handling
  • Systems and software proficiency
  • Compliance and script adherence
  • Time management and call efficiency
  • Communication clarity
  • Upselling or cross-selling technique
各セットで最も良いもの・最も悪いものを選択最も良い:Most urgent training need最も悪い:Least urgent training need
Q09
AIインタビュー

Ask the supervisor to walk through one specific recent call from this agent that stands out, good or bad, and reconstruct exactly what happened: what the customer needed, how the agent handled it, and what the outcome was. Probe for concrete behavioral detail behind the lowest-rated dimension in the earlier ratings rather than general impressions. If the supervisor gives conflicting signals (e.g., high overall quality but low adherence), ask them to reconcile the two directly.

Q10
自由回答（長文）

Any other specific examples worth noting — an exceptional save, a difficult call, or a recurring issue?

Q11
選択式

What is your role relative to this agent?

  • Team lead
  • Quality analyst
  • Operations manager
  • Other
  • Prefer not to say
Q12
プルダウン

How long have you been directly supervising or reviewing this agent?

  • Less than 3 months
  • 3-6 months
  • 6-12 months
  • 1-2 years
  • Over 2 years
  • Prefer not to say
Q13
メッセージ

Thank you for completing this evaluation. Your ratings and comments will feed directly into this agent's coaching plan and the next training cycle.

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Includes a supervisor-facing matrix and rating scales covering call quality, adherence, and teamwork alongside a best-worst max-diff ranking to pinpoint the single most urgent training priority
  • Pairs static ratings with an AI follow-up interview that has the supervisor reconstruct one specific recent call, surfacing the reasoning and context behind the scores rather than just the numbers
  • Captures rater context (role relative to agent, tenure supervising) so results can be segmented and trusted, plus an open-ended field for exceptional saves or difficult calls
  • Feeds directly into an auto-generated report, with transparent prompts showing exactly how the AI follow-up was conducted for this evaluation cycle

Jotform

Call Center Employee Evaluation Form Template

A fielding-ready, customizable form builder template covering standard call center evaluation criteria like communication and professionalism. It's built for quick deployment and integrates with Jotform's broader form ecosystem, but it's a static rating form rather than an interview-driven evaluation.

優れている点

  • Ready-to-use drag-and-drop template with broad form-building customization
  • Part of a mature form platform with wide integration options
  • Likely supports conditional logic for basic branching

物足りない点

  • No adaptive AI follow-up questioning to probe the reasoning behind ratings
  • No mechanism to reconstruct or discuss a specific recent call in the supervisor's own words
  • No published prompt-level methodology or transparency into how responses are scored

SurveySparrow

Call Center Employee Evaluation Template

A conversational-style survey template aimed at call center employee evaluations, leveraging SurveySparrow's chat-like UI for a more engaging respondent experience. It covers standard evaluation dimensions but remains a fixed-question format without follow-up probing.

優れている点

  • Conversational, chat-style survey format that may improve completion rates
  • Fielding-ready template requiring minimal setup
  • Likely includes basic scoring/reporting dashboards

物足りない点

  • No adaptive AI interview to dig into specifics of a particular call
  • No best-worst/max-diff style prioritization for training needs
  • No transparent, published prompt methodology for how follow-up or scoring works

Typeform

Call Center Employee Evaluation Form Template

A polished, fielding-ready form built on Typeform's signature one-question-at-a-time interface, suited for call center performance reviews. It emphasizes design and respondent experience but relies on fixed questions rather than dynamic follow-up.

優れている点

  • Clean, high-completion-rate one-question-at-a-time interface
  • Fielding-ready with minimal setup required
  • Established platform with logic jumps for basic branching

物足りない点

  • No AI-driven follow-up interview to reconstruct specific call scenarios
  • No automated per-response quality scoring tied to a defined rubric
  • No voice AI interview option for richer qualitative context

よくあるご質問

「Call Center Agent Performance Evaluation Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が13問含まれており、最初の設問は次のとおりです：「Thanks for taking a few minutes to evaluate this agent's recent performance. Your honest, specific feedback helps shape…」・「Which agent are you evaluating? (Name or employee ID)」・「What period does this evaluation cover? (e.g., 'Q3 2024' or 'last 30 days')」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、13問を約7分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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