Free tool for team leads, no sign-up
Build your own call centre QA scorecard
Start from a service, sales, collections, retention or tech support form, then change the criteria, scale and weights to fit your standard. Print it, open it in a spreadsheet, or send it to a colleague as a link. Then score a call against it.
How to use it
- Pick a starting form and a scale.
- Edit the criteria and mark the items that must pass.
- Print the form or download the CSV, and score a call in the second tab.
Build the form
Starter criteria are a starting point. Change them to match your own standard.
Criteria
Preview
Service call QA form
| Criterion | Score |
|---|---|
| 1. Greeting and ownership Name, company, offer to help. | 0 Not heard / 1 Partly / 2 Clearly / N/A |
| 2. Listening Lets the caller finish and restates the issue. | 0 Not heard / 1 Partly / 2 Clearly / N/A |
| 3. Empathy Acknowledges how the caller feels before the fix. | 0 Not heard / 1 Partly / 2 Clearly / N/A |
| 4. Accuracy Correct information, "let me check" instead of guessing. | 0 Not heard / 1 Partly / 2 Clearly / N/A |
| 5. Clarity and tone Plain words, steady pace. | 0 Not heard / 1 Partly / 2 Clearly / N/A |
| 6. Resolution or next step Solved, or a named next step with a time. | 0 Not heard / 1 Partly / 2 Clearly / N/A |
| 7. Close Confirms what happens next. | 0 Not heard / 1 Partly / 2 Clearly / N/A |
| 8. Identity check Checks the caller's identity where required by your policy or law. | Pass / Fail / N/A |
| 9. Required disclosures Gives the disclosures that are required by your policy or law. | Pass / Fail / N/A |
Before you use it
- Everything stays in your browser. Nothing is uploaded or stored. The share link holds your form inside the link itself. What you type is gone when you reload the page.
- The starter criteria are examples written by DIRI AI, not an industry standard. Check critical items against your own policies and the rules that apply to you. This is not legal advice.
- A QA score is a tool for coaching. If you use it for pay or contracts, agree the rules with your team (and, where you have one, your works council) first.
Questions
How many criteria should a QA scorecard have?
Few enough that two reviewers can agree. The builder allows up to twelve, and most of the starter forms use five to seven.
What is a critical item?
Something that must happen on every call where it applies, such as an identity check. It is pass or fail and is kept apart from the skill score.
Should we use 0-2 or 1-5?
A 0-2 scale is quicker and reviewers agree on it more often. A 1-5 scale gives more detail but needs written level descriptions to stay consistent.
How do I open the CSV in Google Sheets?
File > Import > Upload, then choose "Comma" as the separator. In Excel, open the file directly.
Can my team share one form?
Yes. Copy the share link and send it. Opening the link loads the same form, and no account is needed.
Give agents a place to practise the criterion that scores lowest
In DIRI AI an agent talks by voice with a lifelike customer, then gets a report on the call. Use it to practise the one criterion your scorecard flags, without waiting for the next live call.