Free QA Scorecard Template for Outbound Customer Service Calls & Chats
Score outbound customer service interactions online or download the Excel template. Covers 8 areas from pre-call preparation through CRM documentation, with 18 criteria using a 1-5 scoring system.
Online QA Scorecard
Score an agent interaction using the criteria below. Print or save as PDF when done.
Evaluation Details
Pre-Call Preparation
Reviewed customer profile or lead details before initiating contact
Set a clear and relevant objective for the call or chat
Greeting & Introduction
Introduced self and company clearly and professionally
Confirmed if it was a good time to speak or proceed
Customer Interaction
Listened actively and acknowledged customer responses or concerns
Maintained professional, courteous, and confident tone
Handled objections respectfully with appropriate rebuttals
Sales / Goal Alignment
Clearly presented the product/service or intended outcome
Connected offering to customer needs or interests
Attempted relevant upsell or cross-sell (if applicable)
Compliance & Disclosures
Provided necessary disclosures (recording notification, pricing)
Verified DNC status or prior contact consent (if applicable)
Call/Chat Wrap-up
Summarized key points or confirmed next steps
Closed with appreciation and confirmed follow-up actions
Soft Skills
Demonstrated empathy, confidence, and adaptability
Built rapport and personalized the conversation
System Usage & Documentation
Accurately updated CRM or ticketing system
Used systems and tools effectively without unnecessary delay
Score Summary
Score
0/0
Percentage
0%
Items Scored
0/18
Rating
Needs Improvement
Coaching Notes
Evaluation Criteria
| Section | Criteria |
|---|---|
| 1. Pre-Call Preparation | Reviewed customer profile or lead details before initiating contact. Set a clear and relevant objective for the call or chat. |
| 2. Greeting & Introduction | Introduced self and company clearly and professionally. Confirmed if it was a good time to speak or proceed. |
| 3. Customer Interaction | Listened actively and acknowledged customer responses or concerns. Maintained professional, courteous, and confident tone. Handled objections respectfully with appropriate rebuttals. |
| 4. Sales / Goal Alignment | Clearly presented the product/service or intended outcome. Connected offering to customer needs or interests. Attempted relevant upsell or cross-sell (if applicable). |
| 5. Compliance & Disclosures | Provided necessary disclosures (recording notification, pricing). Verified DNC status or prior contact consent (if applicable). |
| 6. Call/Chat Wrap-up | Summarized key points or confirmed next steps. Closed with appreciation and confirmed follow-up actions. |
| 7. Soft Skills | Demonstrated empathy, confidence, and adaptability. Built rapport and personalized the conversation. |
| 8. System Usage & Documentation | Accurately updated CRM or ticketing system. Used systems and tools effectively without unnecessary delay. |
Scoring Guide
| Score | Meaning |
|---|---|
| 5 | Excellent — consistently exceeds expectations |
| 4 | Good — meets expectations with minor gaps |
| 3 | Average — meets basic expectations |
| 2 | Needs Improvement — noticeable deficiencies |
| 1 | Unacceptable — significant issues or violations |
| N/A | Not applicable to this interaction |
Scoring Table
| Criteria | Score (1-5) | Comments |
|---|---|---|
| Reviewed customer details before contact | ___ | ___ |
| Set clear objective for the call/chat | ___ | ___ |
| Introduced self and company clearly | ___ | ___ |
| Confirmed timing was appropriate | ___ | ___ |
| Listened actively, acknowledged responses | ___ | ___ |
| Maintained professional and respectful tone | ___ | ___ |
| Handled objections appropriately | ___ | ___ |
| Presented offering clearly and confidently | ___ | ___ |
| Tied offering to customer needs | ___ | ___ |
| Attempted cross-sell or upsell when appropriate | ___ | ___ |
| Provided necessary legal/compliance disclosures | ___ | ___ |
| Checked DNC/contact permissions (if required) | ___ | ___ |
| Summarized call and next steps | ___ | ___ |
| Closed politely with appreciation | ___ | ___ |
| Demonstrated empathy and flexibility | ___ | ___ |
| Built rapport, personalized interaction | ___ | ___ |
| Accurately updated CRM/ticketing system | ___ | ___ |
| Used systems/tools efficiently | ___ | ___ |
Total Score: ___ / 90
QA Reviewer Name: ___
Agent Name: ___
Call Date: ___
Final QA Rating: ___ (Excellent / Good / Needs Improvement / Unsatisfactory)
How to Use This Scorecard
1. Review the recorded interaction
Listen to the call or read the chat transcript.
2. Score each of the 18 criteria
On a 1-5 scale. Use N/A for criteria that don't apply (e.g., DNC check on a follow-up to an existing customer).
3. Add specific comments
Note what the agent did well and where to improve. Use timestamps or quotes for clarity.
4. Calculate the total
Out of 90 (adjust denominator for any N/A scores).
5. Review with the agent
In a coaching session. Focus on 1-2 improvement areas per session.
Scoring benchmarks
| Total Score | Rating | Action |
|---|---|---|
| 80-90 | Excellent | Recognize and share best practices |
| 65-79 | Good | Minor coaching on 1-2 areas |
| 50-64 | Average | Targeted coaching with follow-up evaluation |
| Below 50 | Needs Improvement | Intensive coaching or performance improvement plan |
How Outbound Differs from Inbound QA
| Aspect | Inbound | Outbound |
|---|---|---|
| Who initiates | Customer | Agent |
| Pre-call prep | Not always possible | Essential — review customer profile first |
| Opening | Thank for calling | Ask if it's a good time |
| Compliance | Standard disclosures | DNC verification, consent, recording notice |
| Goal | Resolve the customer's issue | Achieve a specific business objective |
| Tone risk | Customer may be frustrated | Customer may feel interrupted |
Use the inbound QA scorecard for customer-initiated interactions.
Frequently Asked Questions
Common questions about outbound customer service QA scorecards.
5-10 outbound interactions per agent per month provides a representative sample. Increase to 10-15 for agents on performance plans or new hires in their first 90 days.
No. Sales calls have different objectives (closing deals, handling price objections). Use the sales call QA scorecard for sales-focused interactions.
Review quarterly. Update immediately when you launch new outbound campaigns, change compliance requirements, or adjust your service offerings.
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