Choosing the right evaluation template ensures your call analysis focuses on the metrics and behaviors that matter most for your specific use case. This guide will help you select the template that best fits your needs.
Understanding Your Evaluation Goals #
Before selecting a template, clarify what you want to achieve:
What type of calls are you evaluating?
- Sales calls
- Customer support interactions
- Quality assurance reviews
- Coaching or training sessions
What outcomes do you want to improve?
- Conversion rates
- Customer satisfaction
- Compliance adherence
- Agent skill development
Who will use the evaluation results?
- QA teams
- Managers and supervisors
- Sales enablement
- Training and development teams
Some Available Template Categories #
Sales Templates #
Best for: Sales teams, account executives, SDRs
Key criteria typically include:
- Discovery and needs assessment
- Product knowledge and positioning
- Objection handling
- Closing techniques
- Rapport building
Choose this template if you want to:
- Improve conversion rates
- Identify top performer behaviors
- Coach sales reps on effective techniques
- Track deal progression quality
Customer Support Templates #
Best for: Support teams, customer success, help desk agents
Key criteria typically include:
- Problem identification and troubleshooting
- Empathy and active listening
- Resolution quality and follow-up
- Communication clarity
- Customer satisfaction
Choose this template if you want to:
- Enhance customer experience
- Reduce escalations
- Improve first-call resolution rates
- Ensure consistent service quality
Quality Assurance Templates #
Best for: QA teams, compliance officers, operations managers
Key criteria typically include:
- Policy and procedure adherence
- Regulatory compliance
- Accuracy of information provided
- Documentation completeness
- Risk identification
Choose this template if you want to:
- Maintain compliance standards
- Identify process gaps
- Reduce operational risk
- Ensure consistent quality across teams
Coaching & Training Templates #
Best for: L&D teams, trainers, managers conducting coaching sessions
Key criteria typically include:
- Teaching effectiveness
- Feedback delivery
- Engagement and rapport
- Goal setting and action planning
- Knowledge retention
Choose this template if you want to:
- Evaluate trainer performance
- Improve coaching consistency
- Accelerate agent development
- Track learning outcomes
Matching Templates to Your Industry #
Different industries may prioritize different criteria even within the same call type:
Healthcare: Focus on compliance, empathy, and HIPAA adherence
Financial Services: Emphasize regulatory compliance, risk disclosure, and product suitability
Retail & E-commerce: Prioritize upselling, product knowledge, and order accuracy
Real Estate: Evaluate qualification, objection handling, and relationship building
Education: Focus on engagement, information clarity, and enrollment guidance
Quick Selection Guide #
Ask yourself these questions:
1. What’s the primary purpose of the call?
- Selling → Sales template
- Solving problems → Support template
- Checking compliance → QA template
- Developing skills → Coaching template
2. What’s your biggest pain point?
- Low conversion → Sales template
- Customer complaints → Support template
- Compliance risks → QA template
- Inconsistent performance → Coaching template
3. What metrics matter most?
- Revenue/pipeline → Sales template
- CSAT/NPS → Support template
- Audit scores → QA template
- Skill improvement → Coaching template
Testing Your Template Choice #
After selecting a template:
- Run a pilot evaluation on 10-20 calls
- Review the results with your team
- Ask: Do these criteria capture what matters most?
- Adjust if needed by customizing the template
Remember: Templates are starting points. You can always customize criteria to better fit your specific needs.
Still Not Sure? #
If you’re uncertain which template to choose:
Try multiple templates on the same set of calls to see which provides the most actionable insights.
