A transport dispatch radio beside a window overlooking trucks at dawn.

Give operations the recorded calls behind disputed ETAs and missed updates.

Dispatchers handle driver check calls, shipper updates, detention, and equipment problems across every shift. CallSniper reviews uploaded recordings against the desk's verification and escalation steps, giving operations the exact call behind a disputed ETA or callback.

“Load 48213, confirmed.
Reefer reading and seal number
both match the rate con.”

The load reference and the required verifications, checked across submitted check calls.

Coverage across every shift.
The ETA traced back to the call.

An operations manager often hears a dispatch call only after a customer complains. CallSniper checks the submitted recordings for the load reference, required values read back, ETA basis, and callback commitment, then groups findings by dispatcher and any customer metadata provided.

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Follow a dispatch call from the load reference to the callback.

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

The momentThe detail to reviewThe team conversation

Load identified

Did the dispatcher confirm the load or order number before giving any status?

Compare the reference on the call against the load in your TMS.

Verification

Were the required checks, such as temperature, seal number, or trailer number, read back by the driver?

Use the transcript to see whether the driver read the value or the dispatcher filled it in.

ETA and exceptions

Was the ETA based on the driver's position, and was a delay or detention reported per the procedure?

Review the calls where an ETA was stated without the driver location or other verification required by the desk.

Callback

Did the dispatcher state a callback time and confirm the best number or channel for the update?

Review whether each exception call ended with an owner, a time, and a clear next update.

A dispatch call scorecard, 100 points.

Points are illustrative. Fit them to your lanes, your customer requirements, and the procedures your dispatchers train on.

Criterion	Observable behavior	Points
Load identified	Confirms the load or order number before giving status	15
Verifications completed	Confirms temperature, seal, or trailer details with the driver on the call	20
ETA supported by verification	Bases the ETA on the driver's current position and says so	20
Exception handled	Follows the procedure for breakdowns, delays, and detention	15
Driver treated professionally	Keeps a respectful tone and confirms the driver understands the next step	10
Customer updated	Relays the status to the broker or shipper in the required window	10
Callback kept	Commits to a callback time and completes it	10
Total		100

Illustrative review flags

An ETA given to a customer without any confirmation from the driver
A dispatcher pressuring a driver to keep driving past hours of service limits
A temperature controlled load released without the reading confirmed

Bring these to a pilot.

A month of recorded dispatch line calls from one shift or one desk
The check call and exception procedures your dispatchers follow
The service complaints your customer accounts raised in that month
The report your operations manager reviews each week

The pilot scores your own calls, then puts the result beside the complaints your customers already sent.

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Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can it tell a driver check call from a customer update?

Yes. Processing rules can assign a check call scorecard to driver calls and a customer scorecard to broker and shipper calls, so each call is judged against the right procedure. The rule can key off the line, the queue, or the metadata you upload.

How do we handle several customer accounts with different requirements?

Include the customer account in the upload data so recordings can be reviewed against that account's approved scorecard and filtered for account review.

Does it cover night and weekend shifts?

Submitted recordings can be scored regardless of when they were taken. A shift lead can open the overnight report in the morning and see which calls need a listen.

Where do the recordings come from?

Bulk upload from your phone platform is the day one path. The connection to your dispatch phone system or TMS gets scoped during the pilot.

Start with one dispatch desk's calls.

Bring a month of recordings and the procedures your dispatchers train on. See which ETAs were grounded in a driver update and which calls ended with a clear callback commitment.