First Call, Last Call
Rank call habits by the reopens they cause; close cases on the citizen's word.
The job
Tracks every non-emergency report from first call to a closure the citizen confirms, and links each case's outcome back to the QA checks on the call that opened it, so QA scorecards weigh what actually makes cases fail, not what the manual says.
The moment
The duty supervisor opens a non-emergency case: a white pickup abandoned outside a citizen's house for three weeks, marked as towed yesterday. The supervisor presses Verify.
The citizen's phone rings and a voice asks whether the pickup is gone. The answer: "They towed my neighbour's car, not the pickup."
The case turns red and reopens against the station.
A review of 90 days and 2,840 calls shows that calls where the number plate was not read back reopen 3.1 times as often. Yet that check carries only 2% of the QA scorecard.
The QA lead proposes raising it to 15% before the meeting ends.
What it does
- Propose a scorecard reweight from the autopsy
- Advance a stage and notify the citizen
- Nudge the station
- Verify now with a voice call
- Draft an apology for a denied closure
What you see
A ranked habit autopsy, a station case board with clocks, a first-call/last-call transcript pair under star-rating lights, and a priced Monday closure-gap wall.
What it moves
Reopen rate and chase calls per case, the gap per station between officer-closed and citizen-confirmed cases (in dollars and officer hours), and how much more often cases reopen when the top check is missed, before and after reweighting.
Built for
- CX leaders & VoC
- Contact-centre operations
- Finance
