💡 If you would like your CSM to help you build your scoring card, please complete this questionnaire and send it to us.

Questionnaire

1. What is the main objective of call evaluations?
   (e.g., improve customer service, ensure script compliance, measure productivity, etc.)
2. What type of calls would you like to evaluate?
   (e.g., technical support, sales, retention, post-sales support, etc.)
3. Which criteria do you consider most important during a call?
   (You may include: empathy, resolution time, argumentation, tone, follow-up, call closing, etc.)
4. Do you currently use a defined call script or structure?
   Yes / No. If yes, could you share it or summarize it?
5. Would you like to include administrative aspects in the evaluation?
   (e.g., correct tagging, CRM entry, summary sent to the client, etc.)
6. How would you weight each part of the call?
   (Open, diagnosis, solution, closing, attitude, etc. You can use approximate percentages if you’d like.)
7. Are there any other comments or specific needs we should be aware of?
8. Are there behaviors or phrases that the agent must avoid?
   (e.g., interruptions, negative language, unrealistic promises, etc.)
9. Are there key moments that must be present in every call?
   (e.g., confirming client details, explaining a policy, upselling/cross-selling, etc.)
10. How important is compliance with internal procedures?
    Very high / Moderate / Low
11. Would you like step-by-step adherence to those procedures to be evaluated?
12. What level of personalization do you expect in conversations with customers?
    (e.g., greeting by name, referencing client history, friendly vs. formal tone)
13. What kind of indicators would you like reflected in the evaluation results?

• Overall compliance percentage
• Error type classification
• Trends per agent
• Team comparisons

14. Who will be responsible for conducting the evaluations?

• Internal supervisors
• Peer agents (cross-evaluation)
• Automatic evaluation (if applicable)
• External evaluators

15. What frequency of evaluation do you consider ideal?

Daily / Weekly / Biweekly / Monthly

16. Would you like to evaluate all calls or just a sample?

17. Would you like to include an open section for evaluator notes or recommendations per call?

18. What should happen after an evaluation?

• 1:1 feedback with the agent
• Individual action plan
• Targeted training