Customer service team evaluation score card
Make a copy of this score card to evaluate your team's customer service skills. Answer each question on a scale of 1—5, �bearing in mind your entire team's performance, with 1 being the worst and 5 being the best.
Table of contents
Communication
Collaboration
Customer empathy
Productivity
Results
3
4
5
6
7
Notes
Total
3
Communication
CUSTOMER SERVICE TEAM EVALUATION SCORE CARD
Name:
Date:
Rating
2
3
4
5
1
X
X
X
X
X
X
How would you rate your team's communication skills?
How often do agents speak clearly and concisely to customers?
How well does your team demonstrate active listening during customer interactions?
Do agents use appropriate language
and tone?
How effectively do agents manage customer expectations?
How effectively do agents adjust their communication style based on the customer's demeanour?
Notes
Total
4
Collaboration
CUSTOMER SERVICE TEAM EVALUATION SCORE CARD
Rating
2
3
4
5
1
Do agents collaborate effectively with other team members?
Do agents share knowledge with other team members?
How effectively does your team collaborate with other departments?
Are agents open to seeing each other succeed?
Do agents respond to other team members promptly?
How willing is your team to assist or mentor new team members?
Notes
Total
5
Customer empathy
CUSTOMER SERVICE TEAM EVALUATION SCORE CARD
Rating
2
3
4
5
1
Do agents show empathy to customers regularly?
How effectively do agents interact with upset or difficult customers?
How effectively does your team relate to your customers?
Do agents maintain a positive attitude no matter the customer interaction?
How consistently does your team show empathy across all interactions?
How effectively does your team show empathy across non-verbal communication channels like chat and email?
Notes
Total
6
Productivity
CUSTOMER SERVICE TEAM EVALUATION SCORE CARD
Rating
2
3
4
5
1
In general, how productive are your agents?
Do agents show an aptitude for creative problem-solving?
Do your agents show a commitment to improving their individual performance?
Are your agents effective at time management?
Are your agents effective at multitasking?
Do agents display an aptitude for being proactive and solving customer issues before they start?
7
Results: Tally up your score
CUSTOMER SERVICE TEAM EVALUATION SCORE CARD
If your team scored 108-120:
Your team is likely providing excellent customer service. Keep note of what’s working and look for opportunities to improve your service.
If your team scored 84-107:
Your customer service team could use some evaluation. Use data to pinpoint areas where your team is struggling. For example, if your team's customer satisfaction score (CSAT) is low, and they scored poorly on communication or customer empathy, this could indicate that your agents need further training.
If your team scored 83 or less:
Your customer service team needs improvement. Evaluate every aspect of your business to identify the areas that require immediate attention. Consider instituting weekly or monthly training programs to help your team become more proficient and capable.