Independence is the product.

The operator wants its QA scores to look good. The AI vendor wants its dashboard to look good. The client wants to believe the vendor it pays is doing the job. Each has a stake in the answer. CanaryTel has none, so one scored test call produces one set of evidence that every party can read, check, and cite in a contract.

• No referral fees or commissions

  We take no referral fees or commissions from platforms or answering services. Nobody pays us to recommend them.

• No ownership ties

  We are not owned by an answering service, a platform, or an AI vendor.

• Results are never edited at anyone’s request

  If a party disputes a finding, we run a documented re-test. Both results stay on the record.

• Methods are disclosed

  The methods and scenarios are disclosed to the party paying for the test.

• Conflicts are disclosed

  If we have a conflict of interest in an engagement, we tell the parties.

1. 01

   Regulators already require third-party phone testing in some programs

   CMS requires ACA Marketplace plans on the federal exchange to use a survey vendor separate and distinct from the issuer for appointment wait-time secret shopper surveys. The Medicaid managed care rule requires states to use an independent entity for secret shopper surveys starting in 2028.

   These programs test provider offices; we cite them as precedent for independence, not as services we perform.

   Source: CMS guidance, eCFR

2. 02

   Prosecutors ask whether companies test their hotline

   The Department of Justice asks, in its guidance on evaluating corporate compliance programs: "Does the company periodically test the effectiveness of the hotline, for example by tracking a report from start to finish?"

   Source: DOJ

3. 03

   Auditors test phone lines with real calls

   Canada’s Auditor General used test calls in its 2025 audit of Canada Revenue Agency contact centres.

   Source: Office of the Auditor General of Canada

4. 04

   The answering-service industry already grades with mystery calls

   Industry awards for answering services score test calls placed by independent judges. CanaryTel makes it continuous.

5. 05

   Answer-time and accessibility targets are written into rules

   Medicare Advantage plans must connect callers who need an interpreter within 8 minutes, and TTY callers within 7 minutes, on 80% of calls. Telecommunications relay services must answer 85% of calls within 10 seconds.

   CanaryTel evidence supports these measures; it does not certify compliance.

   Source: Medicare Advantage rule, Relay services rule

• What we claim

  We place scored test calls and, in early access, score real calls from data you share. Every finding traces to call IDs, timestamps, audio, and transcript excerpts.

• What we do not claim

  We hold no certifications and do not claim any. A report is evidence toward an obligation. It is not a substitute for counsel, and it does not satisfy a regulation by itself.

• Fictional callers

  Test calls use fictional callers and fictional patient details only.

• A CanaryTel test on-call number

  On-call rosters on test accounts point to a number or inbox we own, so we capture and time dispatch ourselves.

• No contact with real staff

  We never page or call your real on-call staff, clinicians, or your clients’ employees.

• Scored against the agreed script

  Scenarios are agreed in advance. Scoring is applied the same way to every call.

Every test call, dispatch event, and finding lands in a per-account timeline in CanaryTel’s private evidence warehouse. Alerts and audit reports are built from that timeline, so every result traces back to a timestamped record you can export. See security and data handling for how we treat customer data.

Free one-week audit on one campaign

Seven days of Canary Calls against one inbound campaign, happy and failure paths, and a scored audit report with evidence. No integration, no cost, no commitment.