Ideal for Opening (15%) · Communication (25%) · Problem Solving (30%) · Compliance (15%) · Closing (15%)
20-criteria weighted scorecard for evaluating agent call quality, compliance, and customer experience. Copy, customise, and start scoring.
A call quality scorecard is a standardised rubric used to evaluate agent performance on phone calls. Quality analysts (QAs) score recorded calls against defined criteria — greeting, empathy, product knowledge, resolution, compliance, and closing. This scorecard provides 20 weighted criteria with a 1-5 rating scale and scoring guidelines.
Score 1-5. Criteria: Agent uses company greeting script, states name clearly, offers help. 5 = Perfect greeting with name and offer to help. 1 = No greeting or wrong company name.
Score 1-5. Criteria: Agent verifies customer identity (name, account number, order ID) within first 30 seconds. 5 = Quick verification. 1 = No verification or skipped.
Score 1-5. Criteria: Agent listens without interrupting, acknowledges the issue, paraphrases to confirm understanding. 5 = Excellent listening and confirmation. 1 = Interrupts or ignores customer.
Score 1-5. Criteria: Agent speaks clearly, at appropriate pace, with professional tone. 5 = Clear and professional throughout. 1 = Mumbling, too fast, or unprofessional.
Score 1-5. Criteria: Agent shows empathy for customer's situation, uses empathetic language ('I understand', 'I'm sorry'). 5 = Genuine empathy. 1 = Robotic or dismissive.Score 1-5. Criteria: Agent avoids technical jargon and explains concepts in plain language. 5 = Customer-friendly language throughout. 1 = Heavy jargon that confuses customer.
Score 1-5. Criteria: Agent sounds confident and knowledgeable. Doesn't use excessive filler words (um, uh). 5 = Confident and assured. 1 = Uncertain and hesitant.
Score 1-5. Criteria: Agent asks permission before hold/transfer, explains reason, provides estimated wait time. 5 = Perfect etiquette. 1 = Puts on hold without asking.
Score 1-5. Criteria: Agent correctly identifies the root cause of the issue. Asks relevant probing questions. 5 = Correct diagnosis. 1 = Misdiagnosis or no investigation.
Score 1-5. Criteria: Agent demonstrates thorough product/service knowledge. Provides accurate information. 5 = Expert knowledge. 1 = Incorrect or missing information.
Score 1-5. Criteria: Agent provides a complete and correct solution. Issue is fully resolved on the call. 5 = Fully resolved. 1 = Unresolved or wrong solution.
Score 1-5. Criteria: Agent follows standard operating procedures for the issue type. Uses correct tools and workflows. 5 = Follows all SOPs. 1 = Skips required steps.
Score 1-5. Criteria: Agent offers additional relevant suggestions or tips beyond the immediate issue. 5 = Excellent value-add. 1 = No additional help offered.
Score 1-5. Criteria: Agent documents the issue, steps taken, and resolution in the ticket notes. 5 = Complete documentation. 1 = No notes recorded.
Score 1-5. Criteria: Agent does not share sensitive data verbally, confirms identity before sharing account info. 5 = Full compliance. 1 = Data exposed.
Score 1-5. Criteria: Agent reads required disclosure statements (call recording notice, terms, etc.) when applicable. 5 = All disclosures made. 1 = Disclosures skipped.
Score 1-5. Criteria: Agent follows escalation procedure when unable to resolve. Explains next steps to customer. 5 = Proper escalation. 1 = Incorrect escalation or no escalation when needed.
Score 1-5. Criteria: Agent summarises the resolution and any next steps before ending the call. 5 = Clear summary. 1 = No summary.
Score 1-5. Criteria: Agent asks 'Is there anything else I can help with?' before closing. 5 = Asked with genuine intent. 1 = Not asked.
Score 1-5. Criteria: Agent thanks the customer, uses closing script, and ends the call professionally. 5 = Warm, professional close. 1 = Abrupt or no close.
Designate quality analysts and define the review cadence (e.g., 5 calls per agent per week).
Adjust the 20 criteria and weights to match your industry and quality standards.
QAs listen to recorded calls and score each criterion from 1 to 5. Calculate the weighted total.
Hold monthly calibration sessions where QAs score the same call to ensure consistency.
Share scorecards with agents. Focus coaching on the lowest-scoring criteria. Track improvement over time.
Included in every Lodgestory plan. Copy, customise and send in minutes.
What teams ask before they use this template.
Score 5-10 calls per agent per week for reliable data. Random sampling across different times and days ensures a representative assessment.
Aim for 80% (4.0/5.0 average) as a minimum standard. Top performers typically score 90%+ (4.5/5.0). New agents should reach 80% within 90 days.
Lodgestory provides call recording access and QA tools for manual scoring. AI-powered sentiment analysis can flag calls that likely need review.
Create a coaching plan focused on the 2-3 lowest-scoring criteria. Schedule 1:1 coaching sessions with call playback and role-playing exercises.
No. Score a random sample of 5-10 calls per agent per week. Focus additional reviews on calls flagged by negative CSAT scores or customer complaints.