Scorecard template
Support call QA scorecard template
Everyday inbound support calls, reviewed on every call instead of a random sample.
The scorecard
Score each criterion from 0 to 3. Multiply by its weight, add it up, and a call lands between 0 and 100.
| Criterion | Weight | What the scorer asks | 0 Not touched | 1 Mentioned | 2 Explored | 3 Confirmed |
|---|---|---|---|---|---|---|
| Greeting and verification | 10 | Did the agent greet the caller, give their name and verify the customer as your process requires? | No greeting or verification. | Greeted; the customer not verified. | Greeted and verified. | Greeted, verified and the reason for the call asked within the first minute. |
| Understanding the problem | 25 | Did the agent ask enough to understand the actual problem before offering a fix? | Jumped to a fix without questions. | One question; the problem partly understood. | Problem explored with several questions. | Problem restated and confirmed by the customer before any fix. |
| Resolution | 25 | Did the agent solve the problem, or set a clear path to solving it? | Problem not solved, no next action. | A partial fix or a vague promise. | Solved, or a concrete next action agreed. | Solved on this call, or a dated next action with an owner. |
| Tone and empathy | 15 | Did the agent acknowledge the customer’s situation and keep a calm, clear tone? | Dismissive or blaming tone. | Polite but scripted; the situation not acknowledged. | Situation acknowledged, tone calm. | Situation acknowledged in the agent’s own words, tone calm throughout. |
| Holds and silences | 10 | Did the agent ask before putting the caller on hold and say what they were doing? | Long holds or silences without explanation. | Hold announced, not asked; long silences. | Asked before holds; silences short. | Every hold asked for, explained and kept short. |
| Recap and close | 15 | Did the agent recap the solution, check it answered the question and close the call? | Call ended without a recap. | Closed politely; no recap. | Recap given and other questions asked. | Recap, check and a reference or follow-up given. |
What to listen for, criterion by criterion
10/100
Greeting and verification
Listen for
- the agent’s name
- the customer identified or verified
- the reason for the call asked early
What good sounds like Good morning, Ines speaking. Could I have your order number so I can pull up your account?
25/100
Understanding the problem
Listen for
- open questions before a solution
- the problem restated in the agent’s words
- what the customer already tried
What good sounds like So the invoice shows two deliveries but only one arrived. Who signed for the one that did?
25/100
Resolution
Listen for
- a fix applied on the call
- otherwise a concrete next action with an owner
- no transfer that was not needed
What good sounds like I have sent a replacement today and it arrives Thursday. You do not need to return the first one.
15/100
Tone and empathy
Listen for
- the inconvenience acknowledged
- plain language, no internal jargon
- no blaming the customer or colleagues
What good sounds like That is a pain when you need it for a job this week. Let me sort it out now.
10/100
Holds and silences
Listen for
- permission asked before a hold
- a check back in during a long hold
- thanks after the hold
What good sounds like Can I put you on hold for a minute while I check with the warehouse?
15/100
Recap and close
Listen for
- a recap of what was done
- a check for other questions
- a reference number or follow-up given
What good sounds like So the replacement arrives Thursday, and your case number is in your inbox. Is there anything else I can help with?
A call scored against this template
Drummer scores every call against the template you choose. Each criterion gets its reasoning and the moment in the call that proves it, so a team lead checks the evidence in seconds instead of listening to the whole call.
Scored against Support call QA
Support call: delivery missing
12:00
73/100Call score
- Greeting and verification3 / 301:03
- Understanding the problem1 / 302:57
- Resolution3 / 304:51
- Tone and empathy2 / 306:46
- Holds and silences3 / 308:40
- Recap and close2 / 310:34
Resolution is well evidenced. Understanding the problem only came up in passing: go over it with the agent before their next shift.
About this template
Support call QA is how a support lead keeps quality the same across agents and shifts. This scorecard weights the two things a customer remembers: whether the agent understood the problem, and whether it got solved. The greeting, tone, holds and the close make up the rest.
When should you use this scorecard?
On everyday inbound calls: orders, invoices, how-to questions, small faults. For a call with an upset customer or a case that goes to a second line, use the complaint and escalation call template instead, so those calls are judged on what they ask of an agent.
How does Drummer score a support call?
Drummer picks up the call from your phone system, transcribes it in the language it was held in and scores each criterion with its reasoning and the timestamp that proves it. A support lead clicks the timestamp, hears the moment and leaves a comment for the agent. More on the platform.
Questions about this template
What is support call QA?
Support call QA is reviewing calls against a fixed scorecard, so every agent is coached on the same things: understanding the problem, solving it and closing well. Reviewed by hand, it only ever covers a sample. Drummer scores every call against the scorecard, with the moment that proves each criterion, so the sample becomes the whole queue.
How do you weight a support call?
Understanding the problem and resolving it carry 25 points each, because a friendly call that fixes the wrong thing brings the customer back. Tone and the close get 15 each, the greeting and holds 10 each. Teams with strict verification rules often raise the greeting.
Does it work with our phone system and helpdesk?
Yes. Calls come in through Aircall, Ringover, Dialpad or RingCentral, and Drummer connects to Zendesk, Freshdesk and Intercom, so a call and its score sit next to the ticket. It works on Dutch, French and German calls as well as English.
More scorecard templates
Scorecard templatesComplaint and escalation call
Calls with an upset customer, a formal complaint or a case that has to go to a second line or a manager.
MEDDIC
Discovery and qualification calls in complex B2B deals with several stakeholders, a budget approval and a cycle of weeks or months.
MEDDPICC
Enterprise deals with a formal procurement process, legal review and competing vendors, from qualification to the final negotiation.
Score your conversations with this
Bring a few recordings to a 30-minute demo and see them scored against Support call QA, with the moment that proves each criterion.