Template

Voice Call Quality Scorecard

20-criteria weighted scorecard for evaluating agent call quality, compliance, and customer experience. Copy, customise, and start scoring.

Included Templates

Professional Greeting

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.

Customer Identification

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.

Active Listening

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.

Clarity of Speech

Score 1-5. Criteria: Agent speaks clearly, at appropriate pace, with professional tone. 5 = Clear and professional throughout. 1 = Mumbling, too fast, or unprofessional.

Empathy & Rapport

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.

Jargon Avoidance

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.

Confidence

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.

Hold & Transfer Etiquette

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.

Accurate Diagnosis

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.

Product Knowledge

Score 1-5. Criteria: Agent demonstrates thorough product/service knowledge. Provides accurate information. 5 = Expert knowledge. 1 = Incorrect or missing information.

Resolution Quality

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.

Process Adherence

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.

Proactive Suggestions

Score 1-5. Criteria: Agent offers additional relevant suggestions or tips beyond the immediate issue. 5 = Excellent value-add. 1 = No additional help offered.

Documentation

Score 1-5. Criteria: Agent documents the issue, steps taken, and resolution in the ticket notes. 5 = Complete documentation. 1 = No notes recorded.

Data Protection

Score 1-5. Criteria: Agent does not share sensitive data verbally, confirms identity before sharing account info. 5 = Full compliance. 1 = Data exposed.

Disclosure Statements

Score 1-5. Criteria: Agent reads required disclosure statements (call recording notice, terms, etc.) when applicable. 5 = All disclosures made. 1 = Disclosures skipped.

Escalation Handling

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.

Summarisation

Score 1-5. Criteria: Agent summarises the resolution and any next steps before ending the call. 5 = Clear summary. 1 = No summary.

Anything Else

Score 1-5. Criteria: Agent asks 'Is there anything else I can help with?' before closing. 5 = Asked with genuine intent. 1 = Not asked.

Professional Close

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.

How to Use

1
Set Up QA Team
Designate quality analysts and define the review cadence (e.g., 5 calls per agent per week).
2
Customise Criteria
Adjust the 20 criteria and weights to match your industry and quality standards.
3
Score Calls
QAs listen to recorded calls and score each criterion from 1 to 5. Calculate the weighted total.
4
Calibrate Regularly
Hold monthly calibration sessions where QAs score the same call to ensure consistency.
5
Coach & Improve
Share scorecards with agents. Focus coaching on the lowest-scoring criteria. Track improvement over time.

Tips for Best Results

Score at least 5 calls per agent per week for statistically meaningful data
Weight problem-solving criteria highest (30%) — resolution is what customers care about most
Hold calibration sessions monthly to ensure QAs score consistently
Share scorecards with agents as coaching tools, not punishment — focus on improvement
Track scores over time to measure coaching effectiveness

Frequently Asked Questions

How many calls should I score per agent?

Score 5-10 calls per agent per week for reliable data. Random sampling across different times and days ensures a representative assessment.

What's a good quality score target?

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.

Can Lodgestory automate call scoring?

Lodgestory provides call recording access and QA tools for manual scoring. AI-powered sentiment analysis can flag calls that likely need review.

How do I handle low scores?

Create a coaching plan focused on the 2-3 lowest-scoring criteria. Schedule 1:1 coaching sessions with call playback and role-playing exercises.

Should I score every call?

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.

Start using these templates today

Included in every Lodgestory plan. Customise and send in minutes.

Start Free Trial Browse All Templates