Free printable

CSR call scorecard

Score any booking call on the same 8 checks the Daily Call Audit uses. Tick the boxes and it adds up as you go, or print it for a listening session with your CSRs.

Score a whole day of calls with AI →

Score one call

1 point per box, 20 points. Score only what you hear on the call. Everything stays in your browser.

Which bucket is it?

Score only new-demand calls. The other buckets stay out of the booking rate.

  1. Greeting /2 points

    Example: “Thanks for calling Ace, this is Jen. How can I help?”

  2. Caller details /3 points

    Example: Name used at least once; address and number confirmed back.

  3. Found the problem /3 points

    Example: The caller told the story; the CSR asked the follow-ups.

  4. Soonest appointment /3 points

    Example: “I have 2 to 4 today. If that doesn’t work, 8 to 10 tomorrow.”

  5. Price questions /3 points

    Example: A real number, what it covers, then back to booking.

  6. Membership plan /2 points

    Example: One sentence, one benefit, no pitch.

  7. Asked for the booking /2 points

    Example: “Want me to put you down for 2 to 4?”

  8. Confirmed and closed /2 points

    Example: Day, window and address read back; next step explained.

Outcome

If not booked, why?

Daily tally sheet

Printed with the scorecard as page 2. One row per call, then work out the day’s booking rate.

TimeCSRBucketScore /20Booked?Why notEst. $

Booking rate = booked ÷ (booked + not booked) = ____ ÷ (____ + ____) = ____%

Count only new-demand calls. Never connected, not a lead, existing work and can’t-tell calls stay out, so the number is honest.

How the score works

  1. Call score = boxes ticked, 1 point each, 20 possible.
  2. Possible points = 20 − boxes in any item marked N/A. Price questions are N/A when the caller never asked; Membership plan is N/A when they’re already a member.
  3. Percent = call score ÷ possible points, so an N/A item doesn’t count against the CSR.
  4. 90% or more = strong call · 70 to 89% = solid, one thing to fix · under 70% = coach this call

Score new-demand calls only: people who called for service they don’t have booked yet. Every “Example” line is an illustration of what good sounds like, not a required script. The score bands are our suggestion, not an industry figure.

Score every call with AI

Have transcripts from your phone system? Paste the day’s calls into the Daily Call Audit and it scores them all on this same rubric, works out the booking rate and ranks the missed calls.