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How to Write Effective AI Scorecard Templates

AI Scorecard Templates define what the AI should look for when reviewing your calls. They help you evaluate call quality consistently across your team — based on your process and expectations.

What Is a Scorecard Template?

A scorecard template is organized into:

• Groups (categories like “Discovery” or “Closing”)
• Items (specific checkpoints the AI should look for)

Each item should describe something you would coach a team member on — something you expect to happen on a strong call.

Recommended Groups for Financial Advisor Calls

Below is a proven structure you can use as a starting point. You can rename groups and adjust items to match your firm’s call flow.

1. Opening & Rapport Building

This group checks whether the call started clearly and professionally.

• Did you greet the client warmly and use their name?
• Did you set the agenda or explain what the call would cover?
• Did you build rapport (personal connection or reference to prior conversations)?

2. Discovery & Understanding Needs

This group checks whether you uncovered the client’s goals, concerns, and context.

• Did you ask open-ended questions (not only yes/no questions)?
• Did you confirm understanding by summarizing or clarifying?
• Did you explore short-term and long-term goals?
• Did you discuss risk tolerance or comfort level with volatility?

3. Education & Explaining Value

This group checks whether you explained concepts in a way the client can understand and act on.

• Did you avoid jargon and use plain language?
• Did you use examples or analogies when helpful?
• Did you address concerns or objections thoughtfully?

4. Recommendations & Next Steps

This group checks whether the call moved toward a clear decision and plan.

• Did you make a specific recommendation (when appropriate)?
• Did you connect the recommendation to the client’s goals?
• Did you define clear action items and timelines?
• Did you confirm agreement on next steps?

5. Closing & Follow-Up

This group checks whether the call ended clearly and left the client confident about what happens next.

• Did you summarize the key points discussed?
• Did you ask if the client had any remaining questions?
• Did you schedule a follow-up or define a follow-up plan?
• Did you close the call professionally and warmly?

How the AI Scores Each Item

For each scorecard item, the AI assigns one of the following:

• Great — The AI found clear evidence this was done well
• Opportunity — This was missed or could be improved (with a coaching suggestion)
• Not Seen — This did not occur or was not applicable for this call

Tips for Writing Effective Scorecards

• Keep it focused. Start with 15–20 items that matter most. You can expand later.
• Make items specific. “Explained fees in simple terms” is easier to score than “Good communication.”
• Write items like coaching checkpoints. If it’s something you’d train a new advisor to do consistently, it belongs in the scorecard.
• Create different scorecards for different call types. A prospect discovery call is different from an annual review.

Frequently Asked Questions

• How detailed should scorecard items be?
  Specific enough that the AI can find clear evidence in the transcript.
• How many groups should I use?
  Most teams use 4–6 groups that match the natural flow of the call.
• Can I update a scorecard template later?
  Yes. You can edit templates anytime. Updates apply to future scorecards, not ones already generated.