Free call center QA scorecard templates
Four scorecards for the calls retail and sales teams take most, with every check, weight and alert spelled out. Read them here, get any one emailed to you as a ready-to-use spreadsheet that scores calls for you, or load them in Call QA and let AI score every call.
Customer Service Basics
General inbound service calls: greeting, verification, listening, empathy, resolution and close.
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Join early access| Check | How it’s scored | Weight | What good looks like |
|---|---|---|---|
| Greeted the caller and gave their name | Pass or fail | 10% | Pass if the agent greets the caller and states their own first name in the opening. |
| Verified caller identity before discussing the account | Pass or fail, or not applicable | 20% | Pass if the agent asks for and confirms at least one identifier (account number, date of birth, address or a verification code) before sharing or changing account details. N/A if no account details were discussed. |
| Listened actively | 1 to 5 | 15% | 5: restates the issue accurately and asks clarifying questions; 3: some restatement, one missed detail; 1: interrupts or makes the customer repeat themselves. |
| Showed empathy when the customer expressed frustration | 1 to 5, or not applicable | 15% | 5: acknowledges the feeling specifically and adjusts tone; 3: generic acknowledgement; 1: ignores or dismisses it. N/A if the customer never expressed frustration or concern. |
| Resolved the issue or gave a clear path to resolution | Pass or fail | 15% | Pass if the issue is resolved on the call or the agent states exactly what will happen next, by whom and when. |
| Recapped the outcome and next steps | Pass or fail | 15% | Pass if before closing the agent summarizes what was done and any next steps. |
| Closed professionally | Pass or fail | 10% | Pass if the agent asks whether there is anything else and thanks the customer before ending. |
Risk alerts
- Rude or dismissive tone. The agent is sarcastic, condescending, blames the customer or dismisses their concern.
- Issue left unresolved. The call ends with the customer's main issue unresolved and no committed follow-up.
- Long dead air. A gap of more than 30 seconds between utterances without the agent explaining a hold.
Retail Sales and Orders
Inbound retail and e-commerce calls: product questions, orders, upsells, shipping and returns, and secure payment.
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Join early access| Check | How it’s scored | Weight | What good looks like |
|---|---|---|---|
| Greeted the caller and gave their name | Pass or fail | 10% | Pass if the agent greets the caller and states their own first name in the opening. |
| Found out what the customer wants | 1 to 5 | 15% | 5: asks questions about use, size, budget or preferences before recommending; 3: one question; 1: no discovery. |
| Gave accurate product, price and availability information | 1 to 5 | 20% | 5: answers clearly and correctly, or checks and confirms when unsure; 3: mostly correct with hesitation; 1: guesses or gives wrong information. |
| Read the order back before completing it | Pass or fail, or not applicable | 20% | Pass if the agent confirms items, quantities, total price and the shipping address before placing the order. N/A if no order was placed. |
| Offered a relevant add-on or upgrade | Pass or fail, or not applicable | 10% | Pass if the agent suggests a relevant accessory, upgrade or bundle when the conversation gives an opening. N/A if no opening arose. |
| Explained shipping, return or warranty terms when relevant | Pass or fail, or not applicable | 15% | Pass if the agent states delivery timing and the return or warranty terms when the customer asks or places an order. N/A if not relevant. |
| Handled payment securely | Pass or fail, or not applicable | 10% | Pass if the agent uses the secure payment method (pause recording, keypad entry or a payment link) instead of having the full card number read aloud. N/A if no payment was taken. |
Risk alerts
- Payment data read aloud. A full card or bank number is spoken on the recording (shown as a redaction placeholder).
- False or unverified promise. The agent promises a delivery date, discount, price match or refund outside stated policy.
- Rude or dismissive tone. The agent is sarcastic, condescending or dismisses the customer's question.
- Missed add-on opportunity. The customer mentions a related need and the agent doesn't offer a relevant product.
Sales and Retention
Outbound and inbound sales or save calls: discovery, value, objections, the ask and next steps.
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Join early access| Check | How it’s scored | Weight | What good looks like |
|---|---|---|---|
| Discovered the customer's needs | 1 to 5 | 20% | 5: asks several open questions about goals and situation before presenting; 3: one or two questions; 1: pitches with no discovery. |
| Explained value tied to stated needs | 1 to 5 | 20% | 5: links specific features to needs the customer stated; 3: generic benefits; 1: no value explained. |
| Handled objections | 1 to 5, or not applicable | 15% | 5: acknowledges, clarifies and answers each objection with facts; 3: answers partially; 1: ignores or argues. N/A if no objection was raised. |
| Made a clear ask | Pass or fail | 15% | Pass if the agent explicitly asks for the sale, renewal or commitment. |
| Attempted a relevant cross-sell or upsell | Pass or fail, or not applicable | 10% | Pass if the agent offers a relevant additional product when the customer gives a cue. N/A if no cue arose. |
| Booked a concrete next step | Pass or fail | 20% | Pass if the call ends with a specific next step and time (purchase completed, follow-up scheduled, documents sent). |
Risk alerts
- Missed buying signal. The customer signals readiness or interest and the agent doesn't move toward the ask.
- Pressure tactics. False urgency, repeated asks after a clear no, or guilt-based persuasion.
- False or unverified promise. The agent promises a price, outcome, refund or feature outside stated policy or without verification.
Collections and Billing
Billing and collections calls. Starting point only: edit the disclosure wording to match your legal requirements.
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Join early access| Check | How it’s scored | Weight | What good looks like |
|---|---|---|---|
| Verified the right party before discussing the balanceFails the call if missed | Pass or fail | 25% | Pass if the agent confirms they are speaking with the account holder before disclosing any balance or debt details. |
| Gave the required disclosureFails the call if missed | Pass or fail | 20% | Pass if the agent states the required collection disclosure early in the call. Replace this description with your exact required wording. |
| Stated the balance clearly | Pass or fail, or not applicable | 15% | Pass if the agent states the amount owed and the due date clearly and consistently. |
| Offered payment options | 1 to 5, or not applicable | 15% | 5: presents options that fit the customer's situation (plan, date, method); 3: one option; 1: only demands full payment. |
| Kept a respectful tone | 1 to 5 | 15% | 5: calm, respectful and non-judgmental throughout; 3: mostly; 1: hostile or shaming. |
| Recapped the agreement | Pass or fail, or not applicable | 10% | Pass if the agent restates any agreed amount, date and method before closing. N/A if nothing was agreed. |
Risk alerts
- Threatening language. Threats of legal action, arrest, wage garnishment or contacting third parties that the agent cannot or does not intend to take.
- Payment data read aloud. A card or bank number is spoken on the recording (shown as a redaction placeholder). Use pause-and-resume or DTMF masking.
- Missing disclosure. No required disclosure was given before discussing the debt.
How to use a QA scorecard well
Keep checks observable. “Read the order back” can be heard on a recording; “was motivated” can’t. Weight what actually loses sales or customers, and keep the list short enough that a rep can remember it: five to ten checks is plenty.
Mark a check as not applicable when the situation never came up, rather than scoring it as a pass. And reserve “fails the call if missed” for things you’d act on every time, such as a required disclosure.
Scoring by hand, most teams get through a few calls a week per rep. Call QA scores every call against the same checks and shows the line behind each score.