Your reports show the call was answered and how long it took. They don't show whether the caller got a clear answer, or whether anyone noticed they were calling for the third time. Heard. calls your contact centre, branch and department lines every month like a real customer. Every call is recorded, transcribed and scored, with one coaching point your team leads can use the same week.
The call your reports can't describe. Service levels and handle times tell you the phone was picked up. They can't tell you the caller asked a simple question and got a vague answer. MAS asks banks and insurers to measure fair dealing outcomes, and names mystery shopping as one way to do it.
Repeat callers nobody flags as unhappy. A customer rings again and again about the same case. Each call is logged as a fresh request and closed. MAS described exactly this in its October 2026 review of complaints at banks and insurers: the growing frustration never showed up in the reports.
Each team hears a different script. One unit trains new staff properly. Another leaves it to whoever sits next to them. MAS flagged the same gap. From the caller's side it means the answer depends on which line they happened to ring.
A yearly study that lands months late. A big mystery shopping project takes months to brief, run and report. By the time the deck arrives, the team has changed and the problem has moved.
Coaching you can't prove stuck. Team leads run the briefing and the role-play. Nobody checks next month whether the line sounds any different.
MAS has written down what good service looks like for banks and insurers. We score against the same five things on every line.
Recording and scoring your own staff is allowed in Singapore, with conditions. Here they are in plain words.
MAS, "Guidelines on Fair Dealing" (FSG-G04), revised 30 May 2024, para 3 and 1.5.1; MAS, "Information Paper on Complaints Management Practices", October 2026, paras 4.3, 4.5.4, 5.1; MAS, infographic and media release on its third mystery shopping exercise, 22 June 2021; MAS, "Guidelines on Outsourcing (Banks)", effective 11 Dec 2024, para 1.4; PDPC, "Advisory Guidelines on the PDPA for Selected Topics", revised 23 May 2024, Chapter 6, and "Advisory Guidelines on Key Concepts in the PDPA" (data intermediaries, Transfer Limitation). Read 29 Oct 2026. This is a summary, not legal advice.
MAS Guidelines on Fair Dealing
MAS complaints management information paper
MAS third mystery shopping exercise
You'll need answers before the first paid call. We expect these questions and answer them in writing during the free test, so your vendor review isn't held up at the end.
You pick the lines: hotline queues, branch numbers, claims, reservations, department lines. We call each one like a customer, every month.
No. It's a realistic caller we set up, with a natural voice and questions built from your services. Your team shouldn't be able to tell it apart from a customer, which is the point of the test.
It shouldn't, because we agree the scenarios with you first. Callers only ask the kind of questions any customer might ask. They never claim to be a real customer, never ask about an account and never try to get past identity checks.
No, but they must be told. PDPC says employers can review staff calls for performance and training without consent, as long as staff know it may happen. A line in your staff handbook covers it, and we give you the wording. This is a summary, not legal advice.
We tell you in writing before you sign: where recordings and transcripts are stored and processed, how long they're kept and who can see them. If your policy needs data kept in Singapore, raise it on the first call.
That's your institution's call, and we'll give you what you need to make it. No customer information comes to us, because our callers are invented. The recordings do hold your staff's voices, so MAS still expects your usual vendor risk checks, and we're ready for them.
No. Heard. tests service calls month by month. Checking whether a product recommendation was suitable needs licensed experts reviewing the full advice process. Many teams use the monthly calls to see if the problems a big study found have really gone away.
Yes, on the same footing. Every call is scored on the same 0 to 100 scale, split into greeting, questions, next step and manner, so one line can sit next to another.
Yes. We agree the times with you. After-hours calls are approved separately.
The first test call is free. After that, the programme is sized to how many lines, branches and departments you want tested, and quoted after a 20-minute call.
No one can honestly promise that. What you get is the recording, the missed step and the line to use next time, and each month's calls show whether it's working.
No call, no card. Each one runs on your real business.