Describe your calls and scoring priorities. Makeform turns the brief into a call center quality monitoring form with observable criteria, weighted sections, critical flags, and coaching notes.
Route completed evaluations to Slack, Google Sheets, and Zapier.
Sample prompts for the builder
Choose a prompt, adapt it to your QA program, or send it into the builder. The structure is an example, not a completed evaluation.
Audience
Support QA analysts
Format
Weighted scorecard
Prompt size
412 chars
Example form structure
Weighted scorecard
Agent, queue, and call ID
Verification and accuracy
Listening and ownership
Critical error?
Evidence and coaching
Suggested routing tags
Meets standard
Coaching needed
Critical review
Define ratings with observable behavior. Reviewers can score whether an agent verified two identifiers more consistently than whether the agent sounded professional.
Step 1
Sample
select and identify the call
Step 2
Score
rate behavior and required steps
Step 3
Calibrate
resolve rating differences
Step 4
Coach
assign action and follow-up
Why structured monitoring matters
A structured scorecard separates accuracy, process, and communication so reviewers can explain deductions and agents know what to practice.
Anchor each choice to a behavior heard on the call instead of relying on vague labels like good attitude.
Give accuracy and essential steps more influence than presentation details, while keeping critical issues visible outside the average.
Pair deductions with evidence, then translate the pattern into one coaching action for the next observation.
Built around the conversation
Adjust language, weights, and failure rules for each call type.
Measure diagnosis, accuracy, ownership, documentation, and whether the customer receives a clear next step.
Review discovery, value alignment, objections, statement accuracy, and the agreed follow-up.
Combine required-step checks, not-applicable logic, critical flags, and communication ratings.
Compare scores for the same call, resolve criterion-level gaps, and record the agreed interpretation.
Build your QA workflow
Describe the scorecard, test it against real calls, and use completed reviews to focus coaching.
Name the queue, behaviors, rating scale, weights, critical errors, and required evidence.
Add operational examples and not-applicable paths so irrelevant behavior does not reduce a score.
Have reviewers score the same recordings and clarify criteria wherever ratings diverge.
Route the evaluation, evidence, action owner, and follow-up date into coaching.
Monitoring approaches
A useful evaluation captures repeatable criteria, applicable points, evidence, and a coaching next step.
Field guide
Six sections help reviewers score the call, explain the result, and start coaching.
Call context
Capture enough context to find and interpret the review later. Limit sensitive details to what the internal process needs.
Process adherence
Use yes, no, and not-applicable checks for required steps. Keep procedural misses distinct from communication ratings.
Conversation skills
Use behavior anchors for listening, questions, empathy, call control, and clarity. Described evidence makes ratings easier to calibrate.
Accuracy and resolution
Score diagnosis, information accuracy, solution fit, and expectation setting separately, with weights reflecting operational importance.
Scoring controls
Document weights, applicable-point rules, and critical-issue treatment. Keep severe flags visible beside the numeric result.
Evidence and coaching
Require evidence for deductions. End with a behavior to practice, an owner, and the next observation date.
Related tools
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Open toolFAQ
Answers for QA supervisors building a consistent scorecard.
It evaluates a recorded or observed interaction against defined criteria. It captures call context, process steps, conversation skills, accuracy, resolution, critical issues, evidence, a result, and coaching follow-up.
Include greeting, verification, questions, listening, accuracy, solution fit, empathy, ownership, call control, documentation, recap, and closing. Add queue-specific steps when relevant. Define each score through observable behavior.
Assign section points or percentages based on importance. Calculate from applicable criteria, document how excluded items change the denominator, and show critical issues separately. Test the math with realistic calls.
Yes. Not applicable means the call did not require the behavior; not observed means evidence was unavailable. Keep them distinct and decide whether each is excluded from available points.
Use behavior anchors, require evidence for deductions, and have reviewers independently score the same calls. Discuss differences by criterion, agree on the interpretation, and revise ambiguous wording.
Use evidence to choose a behavior for the next call. Record the coaching action, owner, practice needed, and follow-up date. Follow internal review policies for critical or repeated issues.
Yes. Makeform provides unlimited free forms and responses. Generate, edit, and publish on the free plan; the paid tier removes the Makeform badge.
Yes. Capture call type first, then show criteria for support, sales, retention, or another queue conditionally. Keep a shared core and exclude specialized behavior the call did not require.
Make every monitored call coachable.
