Call Center QA Scorecard Template: What to Include and How to Weight It
The short answer
A good call center QA scorecard has four parts: sections that follow the shape of the call, observable criteria inside each section, weights that reflect business impact, and a short list of auto-fail gates that sit outside the weighted score. Add a not-applicable option and a place to note evidence, and you have a form that two reviewers can fill in the same way. [SRC001] [SRC002] [SRC003]
Step 1: Sections that follow the call
Group criteria by phase of the call so a manager can see at a glance where an agent is strong or weak. Typical sections are opening and verification, discovery, resolution and accuracy, customer experience, process and documentation, and closing. A single composite score hides which phase is failing. [SRC001] [SRC002]
Step 2: Write criteria that can be observed
Each criterion should describe one behaviour a reviewer can point to in the recording or transcript, such as "read back the booking details before ending the call". Avoid labels like "good attitude" that depend on opinion. The more a criterion depends on a reviewer's judgement, the more calibration it needs. [SRC002] [SRC003]
- Prefer simple scales. Yes/no, or met, partly met and not met. Use a 1 to 5 range only where nuance matters. [SRC001] [SRC003]
- Add a scoring guide. Define what full, partial and zero credit look like, or two reviewers will score the same call differently. [SRC004]
- Allow N/A. A criterion that does not apply to a call should drop out of the calculation instead of forcing a pass or fail. [SRC001] [SRC002]
- Capture evidence. A timestamp or short note lets anyone check why a score was given. [SRC002]
Step 3: Weight by impact
Weights tell agents what matters. Published templates differ, but they share a pattern: resolution and accuracy carry the most weight among the scored sections, and the weights are normalised so the total is easy to trend. One example template weights resolution and accuracy at 30 out of 100 and gives opening, process and closing 10 each. [SRC001] [SRC003] [SRC005]
Do not copy another team's numbers. Weight the sections by what drives your outcomes. Our guide to BPO quality parameters that move outcomes is a starting point.
Step 4: Keep fatal items outside the weights
Some failures should end the evaluation: sharing account details with an unverified caller, missing a required disclosure, promising something the company cannot deliver. These belong in a separate list. In the example template, auto-fail items set the score to zero. [SRC001] [SRC002] [SRC004]
Keep the list short, objective and evidence-checkable. Read what is a fatal error in call QA for a test you can apply to each candidate.
Step 5: Calibrate before you trust it
Have reviewers score the same set of calls, compare results and rewrite any criterion where they disagree. Do this before the scorecard drives coaching or incentives. The same calibration set is how you check an automated tool later. [SRC002] [SRC003]
Notes for Hindi, English and Hinglish floors
Write criteria in a way that does not depend on the language of the call. "Stated the mandatory disclosure" works in any language. Keep a shared list of the exact phrases or meanings that count, so reviewers and tools score Hindi, English and mixed-language calls the same way. For the language side, see Hinglish call QA for Indian BPOs.
Using your scorecard at full coverage
A manual reviewer can only apply the scorecard to the calls they have time to hear, which is why sampling misses so much. Why BPO call QA sampling fails explains the gap. CallPulse scores every call against the scorecard you define, with fatal criteria kept separate from the weighted score, and works in Hindi, English and Hinglish. For an industry example, see AI call QA for BFSI collections.
FAQ
What should a call center QA scorecard include?
At minimum: sections that group related behaviours, observable criteria inside each section, weights, a simple scoring scale, a separate list of auto-fail items, and a place for the reviewer to note evidence. A scoring guide that defines full, partial and zero credit keeps two reviewers consistent. [SRC002] [SRC003] [SRC004]
How many criteria should a scorecard have?
Enough to cover the call, few enough that reviewers can apply every one consistently. Published templates vary widely in size. Start with the behaviours you already coach on and add criteria only when you can write them as observable yes/no or met/partly met/not met checks. [SRC001] [SRC004]
Should compliance be weighted or pass/fail?
Treat serious compliance items as pass/fail gates outside the weighted score. A call that breached a required rule is not partly good. Keep the list short. See our post on fatal errors in call QA. [SRC002] [SRC005]
Can the same scorecard be used by an AI QA tool?
Yes, if the criteria are observable. Criteria written as clear checks can be scored the same way by evaluators and automated tools. CallPulse scores every call against the scorecard you define. [SRC001]
Sources
- Call Center Quality Assurance: Build a QA Program That Works - Skycom
- Call Monitoring Forms: How to Design a QA Checklist That Actually Measures Quality - Voxjar
- QA Scorecard: Framework, Examples and Template - Kaizo
- Call Center QA Scorecard: Free Template + How to Build One - Call Coach IQ
- A QA Scorecard for Call Centers: What Actually Works - XL Roleplay
Evidence map
- Scorecards combine weighted criteria with auto-fail items that sit outside the weighted score.
Evidence: SRC001, SRC002, SRC004 - Criteria should be observable, with a not-applicable option and an evidence field.
Evidence: SRC001, SRC002 - Compliance items are often treated as pass/fail rather than weighted.
Evidence: SRC005, SRC002