Give the city manager a review of every resident call, not a sample.

A city line takes a pothole report, a water bill dispute, a permit question, and a noise complaint in the same hour, and each one belongs to a different department. CallSniper reviews the recordings you upload against the call handling standard the city approved, so a supervisor can open the transcript behind any finding.

“City of Corrinwood, this is Dana.
I have logged the water main break at Third and Vine as case 20418.
Public Works dispatches within two hours and will call you back.”

The case number and the committed callback, checked across submitted resident calls.

Every resident call scored.
Evidence behind each finding.

A city hall line taking a thousand calls a week and reviewing thirty of them has a sample too small to show a pattern. CallSniper reviews the submitted recordings against the department routing and case handling the city approved, then places the relevant transcript passage beside each finding.

Schedule a demo

Follow a resident call from the greeting to the case number.

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

The momentThe detail to reviewThe team conversation

Greeting

Did the agent identify the department and give the recording notice the city approved?

Check the opening against the wording your city attorney signed off on.

Service request

Were the location, the nature of the request, and the resident's contact details captured well enough to dispatch?

Read the transcript against the fields your work order or 311 system requires.

Routing

Was the call sent to the department that owns the matter, with a warm transfer or a stated callback?

Pull the transfers that came back to the main line and review where the routing broke.

The record

Was a case number given, along with the response window the department commits to?

Compare the calls that ended with a numbered case against the ones that did not.

A resident services call scorecard, 100 points.

Points are illustrative, so fit them to your department routing table, your response windows, and the recording notice your city attorney approved.

Criterion	Observable behavior	Points
Identification and notice	Names the department and gives the recording notice the city approved	10
Request captured	Records the location, the nature of the request, and the resident's contact details	20
Correct department	Routes the matter to the department that owns it using the current routing table	20
Emergency separation	Moves a life safety call to the emergency line instead of taking it as a service request	15
Case number and timeline	Gives the case number and the response window the department commits to	15
Accurate information	Answers fee, deadline, and permit questions from the city's current published source	10
Closing	Confirms the next step and how the resident can follow up on the case	10
Total		100

Illustrative review flags

A life safety report handled as a routine service request instead of being moved to the emergency line
A fee, a deadline, or a permit requirement stated from memory and contradicted by the city's published schedule
A transfer dropped without the resident reaching a person or a stated callback
A service request that ended with no case created in the system of record

Bring these to a pilot.

A month of recorded calls from one department or the main resident services line
The department routing table your agents work from today
The response windows each department commits to on a service request
The report the city manager or council committee reviews

The pilot scores your own calls and puts the results beside the case data your work order or 311 system already holds.

See what call review costs today

Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can each department carry a different scorecard?

Yes. Include the department in the upload data so recordings can be reviewed against that department's routing rules, response windows, and required fields. An agent who covers several departments is scored against the standard for each call.

Does it read our 311 or work order system?

Scoring works from the call recording and the transcript. Comparing a call against the case record in your system of record is a connection that gets scoped during the pilot.

Can we find the calls behind a specific complaint?

Transcripts are searchable by phrase and carry timestamps, so a supervisor can pull the calls where an address, a fee, or a deadline was discussed and open each one at the moment in question.

Where do the recordings come from?

Bulk upload from your phone platform is the day one path. A connection to your contact center or VoIP system gets scoped during the pilot.

Start with one department's calls.

Bring a month of recordings and the routing table your agents work from. Review what residents were told against the response the department actually commits to.