A dispatch office overlooking parked waste-collection vehicles.

Show the service manager why a credit, recovery pickup, or cancellation happened.

Hauler service teams juggle missed pickups, container swaps, billing disputes, schedule changes, and cancellations. CallSniper reviews uploaded recordings against the company's verification, resolution, and retention steps, helping the manager inspect the calls behind repeat complaints and credits.

“I see the cart was at the curb
on your Tuesday route.
I'll credit the missed pickup and reschedule.”

The service day and policy-based credit decision, checked across submitted calls.

Coverage across the service line.
Credits held to policy.

A supervisor often hears a service call only after the customer escalates. CallSniper checks submitted recordings against the approved verification, credit, and cancellation criteria, then places the relevant transcript passage beside each finding.

Schedule a demo

Follow a service call from the account lookup to the confirmed fix.

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

The momentThe detail to reviewThe team conversation

Verification

Did the rep confirm the account and the service address before making any change?

Compare the verified details against the account record.

Diagnosis

Was the missed pickup traced to a blocked cart, a contamination tag, or a driver miss before a credit was offered?

Use the transcript to see what the rep asked before deciding.

Resolution

Was the credit or the recovery pickup applied within policy, and was the new date stated back to the customer?

Look at the calls where the credit and the policy disagree.

Save attempt

On a cancellation, did the rep ask why and offer the retention option before processing?

Pull the cancellations where no offer was made and review them with the team.

A hauler service call scorecard, 100 points.

Points are illustrative. Fit them to your service agreements, your credit policy, and the franchise terms in each territory.

Criterion	Observable behavior	Points
Account verified	Confirms the account and the service address before any change	15
Issue diagnosed	Asks what happened before offering a credit or a recovery pickup	20
Resolution within policy	Applies the credit or the reschedule the policy allows	20
Change confirmed	States the new service day or container back to the customer	15
Save attempt	Asks the reason for a cancellation and offers the retention option	15
Follow up documented	Records the callback or the work order with a date	10
Closing	Summarizes what will happen next and thanks the customer	5
Total		100

Illustrative review flags

A credit applied beyond the amount the policy allows without a supervisor
A cancellation processed without any save attempt
A service change made on an account that was never verified

Bring these to a pilot.

A month of recorded customer service calls from one territory
Your credit policy and the cancellation save script
The missed pickup and complaint log for that month
The report your customer service manager reviews

The pilot scores your own calls, then puts the result beside the complaint log you already keep.

See what call review costs today

Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can it tell a missed pickup call from a billing call?

Yes. Processing rules can assign a service scorecard to pickup and schedule calls and a billing scorecard to invoice and payment calls, so each call is judged against the right standard. The rule can key off the queue or the metadata you upload.

How do we handle residential and commercial accounts?

Identify residential and commercial recordings in the upload data so each group can be reviewed against its approved scorecard.

Does it catch customers who mention a competitor?

The scorecard can include competitor mentions and approved churn phrases as review criteria. Those findings appear with the transcript so a manager can decide whether the call needs retention follow up.

Where do the recordings come from?

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

Start with one territory's service line.

Bring a month of recordings, the credit policy, and the save script. See how many credits stayed within policy and how many cancellations got a save attempt.