Call Review Scorecard and Coaching Guide

Review customer calls fairly with a behavior-based scorecard, then turn every review into a short, useful coaching conversation.

Who it is for

• Call center supervisors, team leads and quality reviewers.

• Front desk, office and practice managers whose staff handle calls.

• Small-business owners who answer phones with a small team.

• Trainers who coach customer service skills.

The problem it solves

Call reviews only help when people trust them. When scores depend on the reviewer, rest on impressions, or arrive with no conversation, agents argue about the number and nothing improves. This kit gives you a scorecard with clear descriptions for every score, a way to make reviewers consistent, and a coaching method that starts with what went well and ends with one specific thing to try.

What is inside

• How to use this kit (page 1; 1 page)

• Copyright and License (page 2; 1 page)

• Part 1: Guide (pages 3 to 5; 3 pages)

• Part 2: The scorecard and scoring guide (pages 6 to 11; 6 pages)

• Part 3: Calibration (pages 12 to 13; 2 pages)

• Part 4: Coaching with LOOP (pages 14 to 15; 2 pages)

• Part 5: Tracking and rollout (page 16; 1 page)

• Editable Word version of everything above (17 pages)

• Editable scorecard on its own (Word and PDF, 3 pages including the license page)

• Excel call review workbook (scorecard with dropdown ratings and automatic totals and result, review log, agent summary, filled-in example)

The completed example comes from a heating and cooling company's booking line, with adaptations for support lines, clinics, trades, restaurants, retail, video calls and chat.

How to use it

1. Read the guide and adapt the scorecard to your calls.

2. Hold a short calibration session so every reviewer scores the same call the same way.

3. Review a random sample of calls each month, noting the time and exact words for each score.

4. Coach within a week using the coaching note, and track results in the Excel workbook.

Formats and file types

• Printable PDF guide (16 pages), US Letter.

• Editable Word guide (.docx, 17 pages).

• Editable scorecard on its own, in Word and PDF.

• Excel call review workbook (.xlsx).

Frequently asked questions