Free Templates
Free Call Center QA Templates
Four editable templates for call center quality and coaching teams. Each one is a plain CSV that downloads instantly, with no form, and opens in Excel or Google Sheets. Every template links to the guide that explains how to use it well.
Templates
CSV template
Call Center QA Scorecard Template
A weighted QA scorecard with 33 behavioral criteria across 6 categories, totaling 100 points, plus 5 auto-fail items. A SUM formula totals the score when you open it.
What it's for: QA analysts and supervisors scoring customer service calls by hand, or as the starting rubric before you automate scoring.
- Greeting, listening, resolution, empathy, compliance and close
- Point weights and a scoring guide for every criterion
- Auto-fail rows that override the composite score
call-center-qa-scorecard-template.csv
CSV template
Agent Coaching Plan Template
A one-row-per-behavior coaching plan: the focus behavior, the call that shows it, a baseline, a measurable target, the actions agreed, and check-in dates.
What it's for: Team leads running weekly one-to-ones who need coaching to be specific, tied to real calls, and tracked to a finish line.
- Evidence column that cites a specific call
- Baseline and target tied to a scorecard criterion
- Two worked example rows and a status key
agent-coaching-plan-template.csv
CSV template
Collections Call Compliance Checklist
A 24-point checklist for debt collection calls built around the FDCPA and CFPB Regulation F: calling hours, call frequency, right-party verification, the mini-Miranda, dispute rights, and prohibited conduct.
What it's for: Collections QA and compliance teams auditing calls for the disclosures and conduct rules that carry regulatory risk. Not legal advice; confirm with counsel.
- Statute or regulation reference on every checkpoint
- Auto-fail, major and minor severity levels
- Timestamp column for audit evidence
collections-call-compliance-checklist.csv
CSV template
Cooperative Member Service Rubric
A 100-point rubric for broadband and electric cooperative member service calls: member verification, outage and billing resolution, member-owner courtesy, and retention handling.
What it's for: Telecom and electric co-op member service teams whose calls are about outages, truck rolls, bills and payment assistance rather than generic customer service.
- Outage-map check before troubleshooting and accurate restoration times
- Payment arrangements and assistance programs
- N/A handling so electric-only or no-cancel calls are not penalized
cooperative-member-service-rubric.csv
How to get value from a template
- Adapt before you score. Rename criteria to match your call types and adjust the weights so the total stays at 100. The call center QA checklist covers what to measure on every call.
- Calibrate with your reviewers. Have two or three evaluators score the same five calls independently. Any criterion where they disagree by more than a point or two needs a clearer description.
- Show agents the template first. Agents who see the criteria before their first scored call trust the score; agents who see it for the first time after a low score tend to reject it.
- Turn scores into coaching. Use the coaching plan template to pick one or two behaviors per agent, tie each to a real call, and set a measurable target.
Common Questions
Are these call center templates really free?
Yes. Every template on this page is a plain CSV file that downloads immediately with no form and no email required. Use them, edit them, and share them inside your team.
How do I open a CSV template in Excel or Google Sheets?
In Excel, open the downloaded file directly; it opens as a spreadsheet. In Google Sheets, choose File, then Import, then Upload, and select the file. Templates with a total row include a SUM formula that calculates the score as you fill in the Score column.
Can I change the criteria and weights?
You should. The weights are a starting point. Adjust them to your call types and compliance exposure, keep the total at 100 so scores stay comparable, and calibrate with your reviewers before scoring agents on the new version.
Is the collections compliance checklist legal advice?
No. It is a generic starting point built around the federal FDCPA and CFPB Regulation F. State law, creditor contracts and your own policies may be stricter, so confirm every checkpoint with your compliance counsel before you score calls against it.
Stop Filling In Scorecards by Hand
Call Coach IQ loads your rubric, criteria, weights and auto-fail items, then scores calls automatically and turns the results into coaching. Book a demo and see it run on your own calls.
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