A free Excel template for scoring customer calls fairly and consistently. It’s built for small teams and new supervisors, and it’s ready to use in minutes.
What’s inside
- Scorecard: 13 scored items across opening, understanding the need, resolution, communication, and closing, for 100 points total.
- Critical items: identity verification, required disclosures, protecting sensitive data, and honest statements. A miss on any one of them flags the call for follow-up.
- Automatic results: the score, rating, and critical-miss check calculate on their own. N/A items don’t count against the agent.
- Review Tracker: log up to 100 reviews in one place.
- Agent Summary: each agent’s average score, number of reviews, and critical misses.
Everything can be edited. Change the wording, points, critical items, and rating levels to fit your team.
How to use it
- Download the file and open it in Excel or Google Sheets.
- Read the How to Use tab. It takes two minutes.
- Score a call on the Scorecard tab by picking Yes, No, or N/A for each item.
- Add the final score to the Tracker and share the review with the agent.
Free to use and edit within your organization. Please don’t resell or republish it.