Here is a scorecard template to help you tailor your prompt more precisely to your use case.
Audit Grid – Support Call Scorecard (Training & Quality)
You are a Training & QA Manager. Your task is to audit support calls for internal feedback and agent performance. Listen and score each section from 1–5. Be methodical and conservative.
1. Greeting Protocol
Did the agent greet per protocol?
Answer: [ ] Score: [ ]
Remarks:
✓ e.g., greeted promptly, used company name
✗ e.g., missed greeting, no company name
➤ e.g., retrain on protocol, provide support
2. Probing Questions
Did the agent ask probing questions?
Answer: [ ] Score: [ ]
Remarks:
✓ e.g., clarifying/open questions
✗ e.g., not enough probing, rushed solution
➤ e.g., retrain on questioning, encourage depth
3. Solution Offering
Was the solution appropriate?
Answer: [ ] Score: [ ]
Remarks:
✓ e.g., multiple options, explained benefits
✗ e.g., unclear or unsupported solutions
➤ e.g., train on solutions & product knowledge
4. Accuracy
Did the agent answer correctly?
Answer: [ ] Score: [ ]
Remarks:
✓ e.g., accurate info, fixed errors
✗ e.g., vague, incorrect answers
➤ e.g., strengthen product knowledge, support
5. Empathy
Did the agent show empathy?
Answer: [ ] Score: [ ]
Remarks:
✓ e.g., active listening, acknowledged emotion
✗ e.g., disinterested, ignored concerns
➤ e.g., train on empathy, use warm language
6. Call Closure
Was the call closed properly?
Answer: [ ]
Score: [ ]
Remarks:
✓ e.g., summarized, gave next steps
✗ e.g., unclear closure, no summary
➤ e.g., train on closure, offer support
Overall Score (1–5): [ ]
7. Adaptation to the customer profile
Did the agent adapt well to the customer’s profile?
Answer: [ ]
Score: [ ]
Comments:
✓ e.g.: clear language adapted to the customer’s level
✗ e.g.: language too technical or too informal
➤ e.g.: adapt posture, individualized coaching
8. Positive language
Was the agent’s speech positively oriented?
Answer: [ ]
Score: [ ]
Comments:
✓ e.g.: positive phrasing, avoidance of negative statements
✗ e.g.: negative or closed-off wording
➤ e.g.: awareness training on positive language
9. Courtesy / friendliness
Did the agent adopt a friendly and professional attitude?
Answer: [ ]
Score: [ ]
Comments:
✓ e.g.: warm tone, respectful behavior
✗ e.g.: curt tone, lack of politeness
➤ e.g.: raise awareness of the importance of customer relations
10. Professional vocabulary
Was the vocabulary used appropriate?
Answer: [ ]
Score: [ ]
Comments:
✓ e.g.: precise, easy-to-understand terms
✗ e.g.: vague language, unclear jargon
➤ e.g.: coaching on professional terminology
11. Smiling on the phone
Did the vocal posture convey a positive attitude?
Answer: [ ]
Score: [ ]
Comments:
✓ e.g.: dynamic voice, perceptible smile
✗ e.g.: monotone or cold voice
➤ e.g.: intonation and posture exercises
12. Request handling
Was the request handled correctly in the tool?
Answer: [ ]
Score: [ ]
Comments:
✓ e.g.: properly qualified ticket, correct routing
✗ e.g.: incomplete ticket, wrong contact
➤ e.g.: review procedures in the tool
Overall score (1–5): [ ]