Drellia · Template

Call QA questionnaire template

A starting point for evaluating customer calls, whether your reviewers are people or AI. Keep the questions that fit your process, rewrite the rest, and add the disclosures your sector requires.

Questionnaire name

Team or department

Owner

Version and date

How to read each question

Type: Yes/No for pass-or-fail checks, Multiple choice when there are several valid categories, Open for a short written answer such as a summary.
Compliant answer: the answer (or answers) that meet the standard. Leave it empty for questions that are informative only.
Alert: whether a non-compliant answer should notify a supervisor right away.
Applies when: the situations in which the question makes sense. If it does not apply to a call, record it as not applicable instead of as a failure.

A. Opening and identification

#	Question	Type	Compliant answer	Alert	Applies when
1	Did the agent greet the customer and say their name and the company's name?	Yes/No	Yes	No	Every call
2	Did the agent tell the customer that the call is recorded?	Yes/No	Yes	Yes	Where a recording notice is required
3	Did the agent verify the customer's identity before discussing account details?	Yes/No	Yes	Yes	Account details were discussed

B. Understanding and resolution

#	Question	Type	Compliant answer	Alert	Applies when
4	Did the agent confirm they understood the reason for the call, for example by summarizing it back?	Yes/No	Yes	No	Every call
5	How was the customer's request handled?	Multiple choice: Resolved on the call · Escalated · Follow-up scheduled · Not resolved	Resolved on the call, Escalated, Follow-up scheduled	No	The customer made a request
6	Was the information given about products, fees or terms consistent with the approved script or documentation?	Yes/No	Yes	Yes	Products, fees or terms were discussed

C. Compliance and conduct

#	Question	Type	Compliant answer	Alert	Applies when
7	Did the agent give every mandatory disclosure for this type of call? (List them in the question, e.g. purpose of the call, cost, cancellation rights.)	Yes/No	Yes	Yes	The call type has mandatory disclosures
8	Did the agent avoid pressure, threats or misleading statements?	Yes/No	Yes	Yes	Every call
9	Did the agent avoid asking the customer to say data that should not be spoken on the call, such as full card numbers or passwords?	Yes/No	Yes	Yes	Every call
10	When the customer complained or asked not to be contacted again, did the agent acknowledge it and explain what happens next?	Yes/No	Yes	Yes	The customer complained or opted out

D. Closing

#	Question	Type	Compliant answer	Alert	Applies when
11	Did the agent summarize the agreed next steps?	Yes/No	Yes	No	Next steps were agreed
12	Did the agent ask whether the customer needed anything else before closing?	Yes/No	Yes	No	Every call

E. Context (not scored)

#	Question	Type	Compliant answer	Alert	Applies when
13	In one or two sentences, why did the customer call and how did it end?	Open	—	No	Every call
14	What was the customer's mood at the end of the call?	Multiple choice: Positive · Neutral · Negative	—	No	Every call

Writing questions that are evaluated consistently

One behavior per question. "Did the agent verify identity and explain the fees?" hides which part failed. Split it.
Make it observable in the conversation. A reviewer, or an AI reading the transcript, must be able to point to the moment that answers it.
Define the compliant answer before you start. If two reviewers would disagree on what "good" looks like, the question needs rewording.
Say when it applies. Otherwise calls where the situation never came up are counted as failures.
Use open questions for context, not for scoring. Summaries are useful, but pass-or-fail checks belong in yes/no or multiple-choice questions.
Ask for evidence. Whoever answers should be able to point to the moment in the call that supports the answer, so the result can be checked.
Calibrate before you rely on it. Score the same set of calls with two reviewers (or a reviewer and the AI), compare, and clarify the questions where they differ.

This structure (question type, compliant answers, which answers raise an alert, and when each question applies) is the same one Drellia uses to evaluate calls and chats automatically. See drellia.com/resources for more templates.

Template provided by Drellia as general guidance. It is not legal advice and does not guarantee compliance with any law or regulation. Adapt it to your processes and confirm the requirements that apply to you with your compliance or legal team.