CallScope by Belton Service levels you can report
Answer rate, wait time and abandonment for every service line, with a weekly snapshot frozen for the record.
CallScope for councils
Show ratepayers how well the council answers.
Your customer service centre is the front door of the council. CallScope shows how well it is answered, follows up the calls that were missed, and gives you the service-level numbers elected members and residents ask for.
What CallScope does for you
Built around how a council customer service centre really works.
No resident left hanging
Every missed call explained, and the residents still waiting for a call back listed with one click.
Rostered to real demand
Busiest hours, after-hours volume and suggested staffing from your own call history.
Safeguarding and staff safety
Alerts for calls that mention self-harm, threats to staff or a vulnerable caller, sent to the right manager.
Privacy Act ready
Card numbers stripped from transcripts, sensitivity tiers on caller data, and erasure on request.
Phone-system faults found early
Routing loops and queue misconfiguration found before a rates deadline or a storm event.
Missed-call recovery
Every unanswered call, explained and followed up.
See why calls went unanswered, which residents tried more than once, and who has not been reached yet.
- Plain-English reasons for every missed or abandoned call
- Callers not yet reached, with a call-back link
- Queue callbacks tracked from request to connection
Demand and rostering
Know when residents call, and staff for it.
A heatmap of calls by weekday and hour, after-hours volume, and a capacity planner that turns demand into suggested staffing.
- Busiest hour and weekday across every service line
- After-hours calls separated from business hours
- Capacity Planner against your planned coverage
Resident history
Know who is calling, and why they keep calling.
The optional caller file brings every call from the same resident together, whatever number format they ring from, with notes the whole team can see.
- Repeat callers surfaced before they escalate
- Shared notes with sensitivity tiers, audited
- Optional AI summary of what a resident usually rings about
Assurance
The assurance a council needs.
CallScope is designed around the controls council IT and risk teams ask about.
Hosted in NZ or AU
A dedicated instance in your country, or on your own servers.
Microsoft sign-in
Entra ID single sign-on and two-factor for administrators.
Audit trail
Hash-chained, append-only log of who saw and changed what.
Read-only
CallScope never changes your 3CX routing or queues.
Frequently asked
Questions from councils.
Can CallScope report on each council service line separately?
Yes. Calls are grouped by the queues, ring groups and teams you already run in 3CX, such as rates, planning, libraries or animal control, and every report can be filtered by queue, team, agent and period. Extensions can be mapped to the teams you report on.
We take rates and registration payments over the phone. Is card data safe?
Card numbers are stripped from transcripts and call summaries before they are stored, and this cannot be switched off. CallScope does not process audio for payments and never changes your phone system.
Can a resident ask for their call records to be deleted?
Yes. An administrator can erase a call or a caller with a confirmation step, and CallScope records a tombstone so the erased data is never synced back in. Recordings held inside 3CX are removed in 3CX itself.
Where would our data be hosted?
Belton can run a dedicated instance for your council in New Zealand, or in Australia for Australian councils. You can also host CallScope on your own servers. AI features are optional and offshore AI services are blocked unless you explicitly allow them.
Give your customer service centre the numbers it deserves.
Tell us about your phone system and service lines, and we will show you what CallScope finds.