Free Technical Support QA Scorecard Template
Score technical support interactions online or download the Excel template. Covers 10 areas from greeting through documentation, with a focus on troubleshooting accuracy, communication clarity, and compliance.
Online QA Scorecard
Score an agent interaction using the criteria below. Print or save as PDF when done.
Evaluation Details
Greeting & Verification
Greeted professionally and verified customer identity if required
Issue Discovery
Asked probing questions to understand root cause with active listening
Technical Troubleshooting
Followed structured troubleshooting steps and provided accurate solutions
Communication Clarity
Explained technical steps in simple, customer-friendly language
Tool/Knowledge Base Use
Used support tools and documentation effectively to retrieve information
Resolution & Next Steps
Resolved the issue or set clear expectations for resolution timeline
Compliance & Security
Followed security protocols and provided disclaimers when needed
Call/Chat Wrap-up
Summarized resolution, provided case ID, and thanked the customer
Soft Skills
Maintained calm, empathetic, and helpful tone throughout
Documentation
Accurately logged issue, solution, and notes in ticket/CRM
Score Summary
Score
0/0
Percentage
0%
Items Scored
0/10
Rating
Needs Improvement
Coaching Notes
Evaluation Criteria
| Section | Criteria |
|---|---|
| 1. Greeting & Verification | Greeted the customer professionally and verified identity (if required). For outbound: confirmed if it was a good time to proceed. |
| 2. Issue Discovery | Asked probing questions to understand the root cause. Clarified issue with active listening and paraphrased details. |
| 3. Technical Troubleshooting | Followed structured troubleshooting steps from the knowledge base. Demonstrated understanding of the technical issue. Provided accurate and effective solutions. |
| 4. Communication Clarity | Explained technical steps in simple, customer-friendly language. Avoided jargon or clarified it when necessary. |
| 5. Tool/Knowledge Base Use | Used support tools or documentation effectively. Navigated systems efficiently to retrieve information or run diagnostics. |
| 6. Resolution & Next Steps | Resolved the issue or set clear expectations for resolution timeline. Escalated to higher tier if appropriate. |
| 7. Compliance & Security | Followed security protocols and data protection guidelines. Provided disclaimers (e.g., remote access consent) when needed. |
| 8. Call/Chat Wrap-up | Summarized the resolution and thanked the customer. Provided case ID/ticket number or confirmation email. |
| 9. Soft Skills | Maintained a calm, empathetic, and helpful tone throughout. Personalized the conversation and acknowledged frustration. |
| 10. Documentation | Accurately logged the issue, solution, and notes in the ticket/CRM. Marked resolution status correctly. |
Scoring Guide
| Score | Definition |
|---|---|
| 5 | Excellent — exceeded expectations |
| 4 | Good — met expectations |
| 3 | Average — acceptable with minor gaps |
| 2 | Needs Improvement — noticeable issues |
| 1 | Poor — failed to meet standards |
| N/A | Not applicable to this interaction |
Evaluation Table
| Criteria | Score (1-5) | Comments |
|---|---|---|
| Greeted and verified identity | ___ | ___ |
| Clarified and documented the issue clearly | ___ | ___ |
| Applied correct troubleshooting steps | ___ | ___ |
| Explained resolution in user-friendly language | ___ | ___ |
| Used internal tools/KB efficiently | ___ | ___ |
| Provided resolution or set expectations for follow-up | ___ | ___ |
| Followed security/compliance protocols | ___ | ___ |
| Closed interaction professionally | ___ | ___ |
| Demonstrated empathy and professionalism | ___ | ___ |
| Logged case accurately in system | ___ | ___ |
Total Score: ___ / 50
Agent Name: ___
Reviewer Name: ___
Date of Evaluation: ___
Final Rating: ___ (Excellent / Good / Needs Improvement / Unsatisfactory)
How Technical Support QA Differs from Customer Service QA
| Aspect | Customer Service | Technical Support |
|---|---|---|
| Primary goal | Resolve complaints, answer questions | Diagnose and fix technical issues |
| Key skill | Empathy and communication | Troubleshooting accuracy + communication |
| Knowledge base use | Reference policies and procedures | Follow diagnostic workflows, run tools |
| Escalation | To supervisor for policy exceptions | To higher-tier engineers for complex issues |
| Compliance | Standard disclosures | Security protocols, remote access consent, data handling |
| Documentation | Interaction notes | Detailed technical steps, error codes, resolution |
Use the inbound customer service QA scorecard or sales call QA scorecard for non-technical interactions.
Scoring Benchmarks
| Total Score | Rating | Action |
|---|---|---|
| 45-50 | Excellent | Recognize and share best practices |
| 35-44 | Good | Minor coaching on 1-2 areas |
| 25-34 | Average | Targeted coaching with follow-up evaluation |
| Below 25 | Needs Improvement | Intensive coaching or performance improvement plan |
Frequently Asked Questions
Common questions about technical support QA scorecards.
5-10 per month gives a representative sample. For agents handling complex tier-2 or tier-3 issues, evaluate fewer calls but review them more thoroughly.
It depends on your priorities. Many technical support teams weight troubleshooting accuracy (section 3) at 2x the other criteria. Adjust the scoring to reflect what matters most to your operation.
Documentation is critical in tech support — it enables other agents to handle follow-ups and prevents repeated troubleshooting. Score it consistently and coach on why it matters.
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