legends · 4 min read ·
Call Quality Scorecard
A quality-review scorecard for a customer-service call ends with a woman reading a meter that has not moved since 1999.
**Quality Assurance Scorecard · Call ID 40-9182-QA**
**Agent:** Priya Jorn (ID 3317) · **Customer:** Mr. D. Ashdown · **Call length:** 11:42 · **Reviewer:** S. Oduya
- **Criterion · Max · Score · Notes**
- Greeting and identification · 10 · 10 · Clear and friendly
- Verification of identity · 15 · 8 · Customer verified by date of birth, but date given was in the future
- Problem understanding · 20 · 15 · Customer's account shows no open issue
- Resolution · 25 · 0 · See note
- Call close · 10 · 10
- Compliance · 20 · 20
**Total:** 63 / 100 · **Result:** Below target. Coaching required.
· · ·
**Transcript excerpt (00:00–03:10)**
**AGENT:** Thank you for calling Westline Energy, my name is Priya. Can I take your account number?
**CUSTOMER:** It's under Ashdown. Douglas. I'm calling about the bill for the house on Rooke Street.
**AGENT:** Of course. Can I just confirm your date of birth?
**CUSTOMER:** Fourth of March, nineteen fifty-one.
**AGENT:** Thank you, Mr. Ashdown. I'm just checking, the date on our system says the fourth of March, two thousand and four. Is that correct?
**CUSTOMER:** No, that's a mistake on your end. I was born in fifty-one.
**AGENT:** Understood. I've updated the record. Can you tell me about the bill?
**CUSTOMER:** There's a charge for the meter at Rooke Street. I haven't lived there since the autumn of ninety-nine. My wife is still there. She says she's expecting someone to bring the meter reading round.
**AGENT:** I see. I can't find an active account at Rooke Street.
**CUSTOMER:** There isn't one. That's why I'm calling. You keep sending the bills to the house and the reading is always the same. It's been the same figure for twenty-six years.
· · ·
**Transcript excerpt (03:10–07:55)**
**AGENT:** I'm going to escalate this to our team.
**CUSTOMER:** Please don't. It's not their fault. Can you just tell me what the reading is?
**AGENT:** The current reading shows 0.00 kWh.
**CUSTOMER:** That's not right. There's always been power in the house. Can you check the usage history?
**AGENT:** The usage history shows continuous supply, with no consumption, since 1999.
**CUSTOMER:** So the house has been using nothing for twenty-six years and I've been paying for it.
**AGENT:** Yes, I'm afraid so.
**CUSTOMER:** No. The house has been using a great deal. It's just that the bill goes to me, and the usage goes to someone else. She keeps the lights on in the back room. She's been reading in there every night. Could you check if there's a second account under her name?
**AGENT:** Let me look. [Pause.] I have a second account. It's registered to Mrs. D. Ashdown, at Rooke Street. It was opened in 2004.
**CUSTOMER:** Yes. That's when she started.
· · ·
**Transcript excerpt (07:55–11:42)**
**AGENT:** Mr. Ashdown, I need to ask you something. Are you safe at the moment?
**CUSTOMER:** I think so. I'm sitting in my car outside the house. It's dark. There's a light in the upstairs window, and I can see someone standing at it, looking down at me. I think it's her. I don't think she's ever been able to leave.
**AGENT:** I'm sorry to hear that.
**CUSTOMER:** Priya, can I ask you something personal?
**AGENT:** Of course.
**CUSTOMER:** Did you get any sleep last night?
**AGENT:** I'm not sure what you mean.
**CUSTOMER:** Because you sound like you haven't. You sound like you've been up all night, listening to someone in the next room who won't stop asking for the meter to be read.
· · ·
**Supervisor escalation note (S. Oduya, 26 Oct, 09:14)**
Call 40-9182-QA was reviewed with the agent. The agent's resolution score is zero because no resolution was recorded. The call was ended by the customer at 11:42. The agent did not close the case.
The agent says she has been unable to log off since the call. Her headset is connected and she can hear the customer's voice on the line, from the house on Rooke Street, very faintly, reading out a meter figure over and over.
The agent's last note, typed into the case record at 11:43: *The reading is 0.00. The reading is the same. The reading will not change until someone goes round.*
· · ·
**Coaching plan (issued 27 Oct)**
- Agent to remain on the phone queue until the case is resolved.
- Agent to re-read the case record aloud every hour.
- Supervisor to visit Rooke Street and read the meter.
*Supervisor's note: The meter at Rooke Street is in the back room, in the dark. It has a dial with a single hand. The hand has not moved from zero since 1999. Beside the meter there is a chair, and on the chair, facing the meter, a woman with her hands folded, reading a page of figures out loud in a steady voice. She has been doing it for a very long time. She stopped when I came in, and said: "Thank you. Now you can report it correctly."*