Call QA scorecard template for support teams
A call QA scorecard is the checklist evaluators use to score support calls the same way every time. A good one is short, weighted by importance, and has a few critical items that fail a call on their own. Here is a structure you can copy and adapt.
Last updated: November 8, 2026
Want this ready-made? See the Call QA Kit, or get the free sampler.
What a good scorecard contains
- 8 to 12 criteria. Fewer than that misses important behavior; many more makes scoring slow and inconsistent.
- A clear definition for each criterion, written so two evaluators reach the same answer.
- A weight for each criterion, so that the things that matter most count most.
- A few critical items that fail the whole call, such as skipping identity verification or giving materially wrong information.
- A pass mark that agents know in advance.
Example criteria and weights
Use this as a starting point. Weights are relative: a criterion weighted 3 counts three times as much as one weighted 1.
| Criterion | Scored as | Weight | Critical? |
|---|---|---|---|
| Verified customer identity | Yes / No | 3 | Yes |
| Followed privacy and data-handling rules | Yes / No | 3 | Yes |
| Gave accurate information | Yes / No | 3 | Yes |
| Understood the issue before acting | 1 to 5 | 2 | No |
| Resolved the issue or set a clear next step | Yes / No | 3 | No |
| Tone and empathy | 1 to 5 | 3 | No |
| Clear communication | 1 to 5 | 2 | No |
| Set accurate expectations | Yes / No | 2 | No |
| Documented the contact correctly | Yes / No | 2 | No |
| Greeting and closing | Yes / No | 1 | No |
How to calculate the score
For a Yes / No criterion, Yes earns the full weight and No earns zero. For a 1 to 5 rating, one common approach is for 1 to earn none of the weight, 3 to earn half and 5 to earn all of it. Then:
Score = points earned ÷ points possible × 100
If any critical item is a No, record the call as an automatic fail, whatever the rest of the score. For example, an agent who is warm and clear but skips the identity check does not pass.
Calibrate before you trust the numbers
Have two evaluators score the same call separately, then compare. Wherever they differ, the criterion wording is probably unclear, so rewrite it until two people read it the same way. Repeat on a regular schedule, for example monthly, and whenever you add an evaluator.
Common mistakes
- Treating every question as equal, so a wrong policy answer costs the same as a missed greeting.
- Using vague wording such as “was professional” without saying what that looks like.
- Scoring without a way for agents to dispute a result.
- Using scores only to rank agents, instead of to coach them.
Frequently asked questions
How many criteria should a call QA scorecard have?
Many teams find 8 to 12 workable. Enough to cover what matters, few enough to score consistently. Start small and add only when you find a real gap.
What is a good pass mark?
Teams often choose a mark around 80 percent, but the right number depends on your baseline. Score a sample of calls first, look at the spread, then set a mark that is challenging but fair.
What is a critical item?
A criterion that fails the whole evaluation if missed, regardless of the rest of the score. Keep the list short and tell agents which items are critical.
Skip the setup
The Call QA Kit gives you a calculating Excel workbook with these criteria already set up, plus a playbook on writing criteria, calibrating and handling disputes.