Review every recorded call, not the handful a QA shift reaches.

An emergency communications center already runs a QA program, and the limit on it is how many calls one coordinator can listen to in a week. CallSniper reviews the recordings you upload against the call handling guidelines your own center approved, so the coordinator opens transcripts instead of hunting for them.

“Nine one one, what is the address of the emergency?
Stay on the line with me while I get units started.
Is the patient breathing normally right now?”

The location question asked first, checked across every recorded call in the period.

Full coverage for a QA program
that can only sample by hand.

A center answering three thousand calls a day and reviewing thirty of them cannot see a pattern in the thirty. CallSniper scores the submitted recordings against the criteria your QA program already defines, then places the relevant transcript passage beside each finding for the coordinator to confirm.

Schedule a demo

Follow a recorded call from the answer to the disposition.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Answer

Was the call answered with the center's approved opening, and was the location asked for before anything else?

Measure how often location came first across the full period rather than across a sample.

Interrogation

Were the questions your center's guidelines require for this call type asked, and in the order the guidelines set?

Open the calls where a required question is missing and confirm the finding against the audio.

Instructions

Were the pre-arrival or safety instructions your protocol calls for delivered, and did the caller confirm them?

Review the wording used on the calls where instructions were given late.

Disposition

Was the caller told what happens next, and does the disposition on the call match the record?

Put the mismatches in front of the shift supervisor before the next review board.

An emergency call review scorecard, 100 points.

Points are illustrative. Your center's own guidelines, protocol set, and QA program decide the criteria and their points, and CallSniper scores against what you configure.

Criterion	Observable behavior	Points
Answer and opening	Answers with the center's approved opening inside the time standard the center sets	10
Location verified	Obtains and repeats back the location before moving to the rest of the interrogation	20
Callback number	Captures and confirms a callback number for the caller	10
Required questions	Asks the questions the center's guidelines require for this call type, in order	20
Instructions delivered	Gives the pre-arrival or safety instructions the protocol calls for and confirms the caller heard them	15
Caller control	Keeps the caller calm and on the line while information is relayed	15
Closing and disposition	Tells the caller what happens next and closes the call the way the guidelines describe	10
Total		100

Illustrative review flags

A call where the location was never obtained or never repeated back to the caller
A caller released before the instructions the protocol required were delivered
A call type handled under the wrong guideline set, so the required questions were never asked

Bring these to a pilot.

A month of recorded calls from one console group or one shift
The call handling guidelines and protocol set your center scores against today
The QA form your coordinator fills in by hand
The review your training officer and your board see each quarter

The pilot scores your own recordings and puts the results beside the hand scored sample your coordinator completed for the same month.

See what call review costs today

Make it fit
your operation.

Confirm the workflow with the people who will use it.

Does this replace our QA coordinator?

No. Scoring gives the coordinator the whole period instead of a sample, and every finding opens at the transcript passage behind it. Deciding what a finding means, calibrating the criteria, and coaching the telecommunicator stay with your people.

Whose standard does it score against?

Yours. The criteria, their points, and the critical rules come from the guidelines and protocol set your center already uses. CallSniper carries no certification from any protocol or accreditation body, and it scores what you configure.

Can administrative and non emergency lines be reviewed separately?

Yes. Include the line or queue in the upload data so each set can carry its own scorecard, folders, and reports, and a telecommunicator who covers both is scored against the standard for each call.

Where do the recordings come from?

Bulk upload from your logging recorder is the day one path. A connection to the recorder or the CAD record is a scoping question for the pilot rather than a day one feature.

Start with one shift's recordings.

Bring a month of calls and the guidelines your coordinator scores against. Compare the full period with the sample the QA program reached by hand.