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 [...]