Score every outage, hazard, and billing call your center takes.

A utility contact center handles a gas odor, an outage report, and a payment arrangement on the same queue, and the wrong answer on any of them carries a consequence outside the call. CallSniper reviews the recordings you upload against the standard your operation approved, with the transcript behind each finding.

“I need you to leave the building right now and call us from outside.
Do not use any switches or your phone until you are out.
I am dispatching a technician to 418 Larkspur on an emergency order.”

The evacuation instruction given before anything else, checked across submitted hazard calls.

Hazard, outage, and billing calls
scored on one standard.

A service center taking thousands of calls a day and reviewing a few dozen cannot tell whether a hazard script is holding. CallSniper scores the submitted recordings against the criteria your operation defines, then places the relevant transcript passage beside each finding.

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Follow a utility call from the greeting to the dispatch or the arrangement.

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

The momentThe detail to reviewThe team conversation

Hazard check

When the caller described a gas odor, a downed line, or a fire, did the safety instruction come before any account question?

Review every hazard call in the period rather than the ones that reached a supervisor.

Account and address

Were the account and the service address confirmed, and were they read back before work was ordered?

Read the transcript against the address on the order your field system received.

The commitment

Was the caller given an accurate restoration window, dispatch time, or arrangement term?

Pull the calls where a time was promised and compare it with what the operation actually commits to.

Closing

Did the agent state the reference number, the next step, and what the customer should do before the crew arrives?

Save a strong recorded example for the next coaching session on hazard calls.

A utility service call scorecard, 100 points.

Points are illustrative, so fit them to your hazard scripts, your tariff language, and the arrangement terms your regulator and your operation allow.

Criterion	Observable behavior	Points
Hazard handled first	Gives the safety instruction before any account question when a hazard is described	20
Account and address verified	Confirms the account holder and reads back the service address before ordering work	15
Outage details captured	Records the scope, the start time, and any equipment damage the caller reported	15
Accurate commitment	States a restoration window, dispatch time, or arrangement term the operation actually offers	15
Approved billing language	Explains charges, arrangements, and disconnection steps in the wording the tariff and policy allow	15
Assistance and protections	Raises the assistance programs and protected account status the customer qualifies for	10
Closing	Gives the reference number, the next step, and what to do before the crew arrives	10
Total		100

Illustrative review flags

A gas odor, a downed line, or a fire report continued as a routine service call with no safety instruction
A disconnection, a reconnection fee, or a deposit described in terms the tariff does not support
A full card number or bank account number read back aloud on the recording
Work ordered to an address that was never confirmed with the caller

Bring these to a pilot.

A month of recorded calls from one queue, such as outage, billing, or new service
The hazard scripts your agents are trained to use
The tariff language and arrangement terms your operation allows on a call
The report your service center manager takes to the operations review

The pilot scores your own calls and puts the results beside the outage and order data your field systems already hold.

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Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can hazard calls be separated from billing calls?

Yes. Include the queue or call type in the upload data so each set carries its own scorecard, folders, and reports. An agent who covers several queues is scored against the standard for each call.

Can a supervisor be alerted the same day?

Routing rules can act on score, account, tag, and call length, sending a flagged call into a folder for review or an alert by email or Slack. Calls are reviewed after they end, so alerts follow processing rather than the live conversation.

Can we find every call where a specific address came up?

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

Where do the recordings come from?

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

Start with one queue's calls.

Bring a month of recordings and the hazard script your agents are trained on. Review what customers were told against what the operation actually commits to.