A call QA scorecard is only useful if it is weighted to reflect what actually matters. A call where an agent is friendly but misrepresents the product is not a good call — but a flat 10-point-per-dimension score might rate it 8/10. Weighted scoring puts more points on the dimensions that have the most business and compliance impact.
The Standard Sales Call QA Scorecard
Use this for outbound or inbound sales calls in non-regulated industries, or as a base template to modify.
Agent stated name and company clearly
Not done
Partial
Complete
Permission to speak requested (outbound)
Not done
—
Done
Purpose of call stated within 30 seconds
Not done
Late
Done
At least two qualifying questions asked
None
One
Two+
Customer responses acknowledged and used
Not done
Partial
Yes
Product matched to customer need
No link
Weak link
Clear link
Value proposition clearly communicated
Missing
Partial
Clear
Pricing explained fully (total cost, not just EMI)
Not done
Partial
Complete
No false or exaggerated claims made
Violation
—
Clean
Objection acknowledged before responding
No
—
Yes
Specific response to the actual concern
Generic
Partial
Specific
No pressure or coercive language
Present
—
Clean
All required disclosures made
Missing
Partial
Complete
Verbal consent obtained clearly
No
Ambiguous
Clear
No regulatory red flags detected
Present
—
Clean
Close or commitment attempted
No
Weak
Clear
Next step agreed with customer
No
Vague
Specific
Total Weighted Score
__ / 100
How to Interpret the Score
85–100
Pass. Reinforce positive behaviour. Use as example call.
65–84
Watch list. Specific coaching on gaps. Re-audit in 2 weeks.
Below 65
Immediate coaching required. Do not let patterns persist.
💡 Using Bolo Aur Likho to get call transcripts first reduces scorecard review time from 15 minutes per call (listening to audio) to 3 to 5 minutes per call (reading and searching a transcript). For a 10-call weekly review, that is over an hour saved.
Customising the Scorecard for BFSI
For insurance, banking, and NBFC sales calls, the compliance section should be weighted higher — typically 35 to 40% of the total score. The specific compliance items depend on your regulator:
- Insurance (IRDA): Free look period, product classification, exclusion disclosure, premium obligation
- Banking/NBFC (RBI): APR disclosure, processing fee, prepayment charges, collection timing
- Telecom (TRAI): Plan speed/data accuracy, auto-renewal disclosure, DND verification