Why does my front desk score so poorly on mystery calls?
Because you handed them a phone and no system. I have watched this play out for almost a decade, and the pattern never changes. With no phone slip and no training, anyone who touches your phone earns an F on a mystery call. Every time. That is the baseline, not a fluke. It is not that your team is incompetent. They were never shown what a good call sounds like, never given the words, never measured. You would not hand a new assistant a handpiece and expect a clean prep with zero instruction. The phone is the same. Stop blaming the person and start blaming the absence of structure. Write the script, train the call, then measure it. The F disappears the moment a real process replaces guesswork.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.