Ads, reviews, your Google profile: all of it is there to make customers call. What happens next is a blind spot. Heard. calls your business every month like a real customer, records and scores every call, and gives your team the exact words to use next time. You hear what your customers hear, and you see if it's getting better.
You can't listen to every call, and you're not there for most of them. So you never find out the caller asked for Saturday and got "we're full", or asked the price and got a number and a goodbye. These are the moments we test.
How much is it?
Did they get a price and a time, or just a price?
I've never been before. What should I book?
Did anyone ask what they needed, or read out the menu?
Can someone see me today?
Was today offered, or tomorrow, or nothing?
(rings while the desk is full)
Picked up, put on hold, or left to ring out?
(leaves a message)
Did anyone call back? How long did it take?
Are you open tomorrow?
Voicemail, a recorded message, or a real answer? Tested only if you approve it.
Every month, the calls change: different questions, different voices, different numbers, different times. So you see patterns, not one bad day.
Which lines we call, how often, and when. Nothing is dialled until you, the owner, say yes.
Questions built from your own services and website. The caller is an invented customer who asks what your customers ask.
Recording, transcript and a 0 to 100 score: the greeting, the questions, the price, and whether anyone asked for the booking.
One clear coaching point per call: what was said, and what to say instead. Next month's calls show whether it stuck.
Everything sits in one report under your business name. Read it in five minutes, share the coaching with your team in one.
Listen to exactly what your customer heard.
Every line, so you can point to the moment it went wrong.
0 to 100, split into greeting, questions, next step and manner.
Was a time offered? Did anyone call back? Marked plainly.
One coaching point per call, written as a line your team can say.
A monthly report: scores, booking attempts, what keeps going wrong and what's improving.
Most owners already suspect something. One call turns the suspicion into a recording you can play to your team.
You approve the line and the time. We make one realistic enquiry and send you the recording and the one thing to fix.
Book my free test call →If you want to keep checking, Heard. calls four times a month and shows you whether the coaching is working.
Only your own lines, only at times you've agreed, only after you've said yes.
Staff need to know calls may be recorded for training. One line in your staff handbook covers it, and we give you the wording.
Our callers are made up. At clinics they never give or ask for real patient details.
The report shows the moment and the better line. Most teams improve once they know calls come in.
After that, a simple monthly fee for regular calls, quoted on a 20-minute call. Bigger teams with several lines or departments get a programme sized to them.
Rang out, on hold, no time offered, no callback. Now you know, with the recording to prove it.
When the problem is that nobody can get to the phone, Answered. picks up every call, any hour, and books the slot.
See Answered. →No. It's a realistic caller we set up, with a natural voice and questions built from your own services. Your team shouldn't be able to tell it apart from a customer, which is the point of the test.
They should know that calls may be recorded and reviewed for training. That's a general notice, for example one line in your staff handbook, and we give you the wording. They won't know which call is the test.
You approve every call to your own lines. Under the PDPA, employers can review staff calls for performance and training, as long as staff have been told it may happen. At clinics our callers are invented and never use real patient details. This is a summary, not legal advice.
One call is one moment. Four calls, at different times and with different questions, show whether it's a bad day or a pattern, and whether last month's coaching stuck.
That's a finding in itself. The caller leaves a message, and the report shows whether anyone called back and how long it took.
Yes, if you approve it separately. Evening and weekend calls show what a customer hears when you're closed.
Then you know, and it cost you nothing. Many owners keep the monthly calls anyway, to make sure it stays that way as staff change.
The first test call is free. Regular calls are a monthly fee, quoted on the 20-minute call, sized to how many lines and people you want tested.
Your first test call is free. You approve it, we make it, you listen.