Is there a free call scorecard template I can use?

What's in the template?

Eleven questions, grouped the way most sales calls run: opening, discovery, the answer to the customer's need, objections, the close, and anything you are required to say. The points add up to 100, so a score reads as a percentage.

Call scorecardRep: ______   Call: ______

Done	Item	Question	Points
	Greeting and purpose	Gave their name, the company and the reason for the call?	5 pts
	Good time check	Checked it was a good time, or agreed how long the call would take?	5 pts
	Open questions	Asked at least two open questions before offering anything?	15 pts
	Listening	Followed up on something the customer said?	10 pts
	Need confirmed	Repeated the customer's need back and got a yes?	10 pts
	Answer fits the need	Linked the offer to the need the customer described?	10 pts
	Accurate information	Prices, terms and product facts correct, with no guessing?	10 pts
	Concern handled	Acknowledged, answered and checked the concern? (N/A if none)	10 pts
	Asked for a commitment	Asked for the sale, booking or next meeting clearly?	10 pts
	Specific next step	Ended with a dated next step both sides agreed to?	10 pts
	Required statements	Said everything your company requires on every call?	5 pts
	Total		100 pts

How do I fill it in?

Open the CSV in a spreadsheet and make one copy per call. Each row has these columns:

Column	What to write
Section	Which part of the call the item belongs to. Already filled in.
Item	A short name for the behaviour. Already filled in.
Question to answer	The yes/no question the scorer answers. Edit the wording to fit your team.
Answer	Yes, Partly, No, or N/A where allowed.
Points	What the item is worth. Already filled in; change the weights if you like, keeping the total at 100.
Score	Yes = full points, Partly = half, No = 0, N/A = leave blank.
Evidence (quote and time)	The line from the call that backs up the answer, with its time, e.g. "2:58: 'That seems like a lot right now.'"
Notes	Anything to coach on.

Add up the Score column for the total. If an item is N/A (for example, the customer raised no concern), take its points out of the 100 and work out a percentage from what's left. So 72 out of a possible 90 is 80%.

Why mostly yes/no instead of 1 to 5?

Yes/no is faster and easier for two people to agree on. Call Centre Helper quotes a QA consultant who recommends a combination: yes/no for questions that are "quite binary" and a numerical score for the more subjective ones (Call Centre Helper, 6 Mar 2019). "Partly" gives you that middle ground without a five-point scale.

Zendesk describes a team that chose a simplified scorecard with thumbs-up or thumbs-down items so it could review large volumes quickly and give agents feedback every week (Zendesk, vendor guidance, updated 5 Mar 2026).

How should I change it for my team?

• Swap in your own required statements. If you must read a disclosure or a recording notice, write it into the last row.
• Move the points to what you coach on. Call Centre Helper advises that items should not all carry the same weight (Call Centre Helper, 6 Mar 2019).
• Add the checks you can't skip. Call Centre Helper's example criteria include "Did the advisor read the compliance statement in the script at the start of the call?" (Call Centre Helper, 6 Mar 2019). Score items like that as yes or no.
• Keep it short. Every row you add is time on every call you review.

For how to run the scoring itself, read how do you score a sales call.

Can I use this scorecard with Callyst?

Yes. Callyst scores calls on your scorecard as written, in your words, so you can send us this template, your edited version, or your own. Every score comes with a quote from the call as evidence.