1. Do you answer most calls within three rings?
2. Are calls answered at night and on weekends?
3. Do missed callers hear back from you within an hour?
4. Can a caller book an appointment or a visit on the first call?
5. Do urgent calls reach a real person right away?
6. Is the phone covered at lunch and while you’re with a customer?
7. Is your voicemail greeting up to date?
The right hours, the right name, and what to do if it’s urgent.
8. Is the number on your Google Business Profile correct, and does it ring a phone someone answers?
9. Do you post holiday hours on your greeting and online before each holiday?
10. Does everyone who answers know what to say and what to ask?
11. Do you know how many calls you get and miss each week?
12. Can you help callers who speak Spanish?
Score so far, 0 of 12 answered
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Answer the questions on the left. Your score and your first fixes show up here as you go.
Nothing is saved or sent. Refreshing the page clears your answers.
Answering is more than picking up
To a caller, answered means someone picked up quickly, knew what they were talking about, and got them what they called for. A phone that rings out, a full voicemail box, or a promise that someone will call back can all feel like no answer at all.
This scorecard walks through the places calls usually slip: speed, nights and weekends, lunch breaks, callbacks, urgent calls, and the details callers check before they dial. It weighs the gaps that matter most to callers and gives you the first few fixes, each with a free tool or guide.
How to use the phone answering scorecard
1
Answer honestly
Pick yes, sometimes, or no for each question based on a normal week, not your best one.
2
Read your score
Yes counts in full, sometimes counts half, and no counts nothing. The questions that matter most to callers carry more weight.
3
Start with the first fix
Your fixes are listed in order. Do the first one this week, then come back and score yourself again.
What answered means to a caller
A caller judges a call by how it ends, not by whether the phone was technically picked up. If they reach voicemail, sit on hold, or hang up without a time, a price, or a booking, the call didn’t do its job. That is why the scorecard asks about booking and callbacks, not just ringing.
Why speed carries so much weight
Someone calling a business they found online usually has other numbers to try. Every ring is a moment they can hang up and call the next one. Picking up within a few rings, or having calls move to a backup when you can’t, keeps them on your line.
Nights, weekends, and lunch
Calls don’t stop when the office closes. Leaks, lockouts, and breakdowns happen at night, and people often call during their own lunch break, which is usually yours too. A plan for those hours matters as much as a plan for a busy morning.
Small details that cost calls
An old voicemail greeting, holiday hours that never got posted, or a wrong number on your Google profile can send callers away before they ever reach you. Each one is quick to fix and easy to forget, so check them every few months.
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Turn every no into a yes
FrontDesk Talk answers 24/7, takes several calls at once, sends urgent calls to your cell, and sends you a Talk Note after each call. Real Talk adds booking on the call and Talk Back, which texts every caller you miss. $199 a month, no contract.
Questions
How is the score worked out?
Each question has a weight based on how much it affects whether a caller gets help. Yes earns the full weight, sometimes earns half, and no earns nothing. Your score is the share of possible points you earned, out of 100.
What is a good score?
A score of 90 or more means callers are in good hands. Below 65 means calls are slipping through in more than one place, and the fixes list shows where to start.
Why are some questions worth more than others?
Missing a call outright, or leaving it unanswered all night, loses the caller entirely. An outdated greeting is a problem too, but the caller still reaches you. The weights follow that difference.
Are my answers saved?
No. The scorecard runs in your browser. Nothing is saved or sent, and refreshing the page clears it.
How often should I take it?
Whenever something changes, like new hours, a new hire, or a busy season, and at least a couple of times a year.
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