Inbound service calls: verification, acknowledgement before resolution, and clear next steps.
The two parameters that most often need changing are the disclosure, which depends on your jurisdiction, and the resolution weight, which should be higher on a team measured on FCR.
Outbound and inbound sales: discovery before pitching, real objection handling, an agreed next step.
Discovery is weighted as Fatal on purpose: a pitch delivered before the need is understood is the failure mode this scorecard exists to catch. Lower it if your product genuinely is a one-call close.
Recovery calls where the mandatory statements matter more than the tone.
Three zero-tolerance parameters is more than most scorecards should carry, and it is deliberate here. Replace "No prohibited language" with the specific list your own regime defines. We do not know what that is for you, and this template does not assert it.
A short scorecard for teams that want assurance on the mandatory parts and nothing else.
Useful as a second scorecard rather than a replacement. Run it across everything, and run a fuller quality scorecard on a sample. Every parameter here is pass or fail by design; there is nothing subjective to disagree about.
A template cannot know which statements your regulator requires, which disclosures your legal team has approved, or what your clients contracted for. The collections set in particular has a placeholder where your own prohibited-language list belongs.
Use them to skip the blank page, then make them yours.