What is on the form
The questions change slightly by industry: field trades are asked about the service address; dental and med spa practices about new patients and insurance or treatment history. Here is the HVAC version:
Answer and greeting
- Was the call answered within 3 rings? (5 pts, can skip)
- Did they open with a greeting such as "Thanks for calling" or "Good morning"? (3 pts)
- Did they say the business name when answering? (3 pts)
- Did the person answering give their name? (2 pts)
- Did they invite the caller in, such as "How can I help?" (2 pts)
Name and callback number
- Did they ask for the caller's name? (4 pts)
- Did they get the caller's name? (4 pts)
- Did they ask for (or confirm) the best callback number? (3 pts)
- Did they get a callback number (said out loud or confirmed)? (4 pts)
Problem and address
- Did they find out what the problem is? (4 pts)
- Did they ask at least one question to understand the problem better? (4 pts)
- Did they ask for the service address (or at least the town or ZIP)? (3 pts)
- Did they get the address? (4 pts)
Urgency triaged
- Did they ask a question to judge how urgent it is? e.g. "Is anyone in the home who's vulnerable to the heat, like an elderly relative or a baby?" (6 pts)
- Did they tell the caller how urgently it will be handled (emergency, today, routine)? (5 pts)
- If there was a safety risk (gas, burning smell, flooding, swelling), did they give safety advice? (4 pts, can skip)
Booked, or next step set
- Did the call end with a booked appointment or visit time? (10 pts)
- If nothing was booked, did they set a clear next step with a timeframe (e.g. "a technician will call you within the hour")? (4 pts, can skip)
- Did they actively offer times or ask to book? (3 pts)
- Did they repeat the key details back before ending the call? (3 pts)
Price handling
- If the caller asked about price, did they give a fee, a range, or explain how it is priced? (5 pts, can skip)
- After the price question, did they steer back to booking or a next step? (5 pts, can skip)
Call length and talk ratio
- Did the caller do at least a third of the talking? (5 pts)
- Did the call take between 45 seconds and 8 minutes? (3 pts)
- Did they ask at least three questions? (2 pts)
How to run a call review
- Pick calls at random, not just the ones that went wrong. Three to five a week is enough to see patterns.
- Score the call, not the person. Every question is about something that was said or not said, so the review stays factual.
- Fix one thing at a time. The scorecard lists the three changes worth the most points. Pick one, practise it, and check it on next week's calls.
- Re-score the same kinds of calls, such as new-customer enquiries, so the numbers are comparable.
Have a recording? Score the call automatically: it is transcribed in your browser and every check quotes the words behind it.
Recording calls: consent and the law
This is general information, not legal advice. Recording laws change and depend on where everyone on the call is. Check your state's rules, or ask a lawyer, before you record.
- One-party consent. US federal law and most states allow a call to be recorded when one person on the call agrees to it, and that person can be the one recording.
- All-party (two-party) consent. Some states, including California, Florida, Illinois, Maryland, Massachusetts, Pennsylvania and Washington, require everyone on the call to agree, at least for some kinds of calls.
- Calls across state lines. When the caller and the business are in different states, the stricter state's rule may apply. Assume it does.
- Mystery shopping. The shopper is a party to the call, but the person answering may not know it is being recorded. In an all-party state, that person must agree too.
- Outside the US the rules are different again; in the UK and EU, for example, data protection law requires a lawful basis and usually telling people.
The simple, safe habit: announce it ("This call may be recorded for quality and training") and tell your staff in writing that calls are recorded and reviewed. This tool does not record anything. It only reads a file you already have, on your own device.
Questions people ask
What should a phone call evaluation form include?
The things that decide whether a caller becomes a customer: how fast and how well the call was answered, whether the caller's name and callback number were taken, whether the problem and address (or, for a practice, the reason for the visit and patient details) were understood, whether urgency was judged, whether a time was booked or a clear next step set, how a price question was handled, and whether the caller got to talk. This form covers all seven, as 25 yes/no questions.
Is there a printable version?
Yes. Tap "Print blank form" for a paper copy with tick boxes, or fill it in on screen and save the scorecard as a PDF or PNG.
How is the form scored?
Each question is worth a set number of points, shown next to it. "Partly" scores half. Questions that can be skipped (rings, safety, price) count as not applicable when left blank; any other unanswered question counts as no. Criteria are then weighted for your industry and the total is out of 100, exactly as when a recording is graded.
Can it score the call for me?
Yes, if you have a recording or a transcript. Switch to the Recording or Transcript tab: the call is transcribed in your browser and the same checks are scored automatically, with a quote from the call behind each one.
Is anything I enter saved or sent anywhere?
No. The form runs in your browser and nothing is sent to a server. If you close the tab, your answers are gone, so save the scorecard first.