Free call center QA scorecard template

A weighted scorecard for sales and service calls with clear pass criteria, auto-fails and delivery checks. Print it, copy it, or download the spreadsheet.

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Weights add up to 100. Two criteria are auto-fails, which set the call score to zero when missed.

QA scorecard
SectionCriterionWeightWhat a pass looks like
OpeningGreeting with name and company5Agent states their name and company in the first 10 seconds.
Recording disclosure10Required disclosure is read before any detail is collected. Auto-fail if missed.
Right party confirmed5Agent confirms they are speaking with the right person.
DiscoveryOpen questions10At least two open questions about the customer's situation.
Listens and summarizes10Agent summarizes what they heard before proposing anything.
Qualification10Required qualifying details are collected (for sales) or identity verified (for service).
Solution and accuracyCorrect information15Prices, policies and terms match the knowledge base.
No misleading claims10No guarantees, pressure or claims the company cannot support. Auto-fail if present.
CloseClear next step10A specific next step with a time, or a resolution confirmed.
Recap5Agent recaps what happens next.
DeliveryDead air under control5No unexplained silence longer than 5 seconds.
Pace and courtesy5Matches the customer's pace, does not interrupt or rush.

How to use it

  1. Change the criteria to match each client's script and rules.
  2. Keep weights on what moves revenue or risk, not on politeness alone.
  3. Write what a pass looks like in one sentence, so two reviewers score the same call the same way.
  4. Mark criteria that don't apply as not applicable instead of a miss.
  5. Review the calls that fail auto-fails first.

Want it applied to every call automatically? Sillana scores calls against this exact format. Start a free trial.

Get the spreadsheet