CallHero Reviews

Pros

Right from the start the platform has been very easy to use and the reports are clear enough to easily track progress toward target goals.

Cons

That said, there have been quite a few glitches with the phones themselves.

Pros

One of the best parts is how thoroughly everything can be tracked. The learning resources they provide are also really useful and do a great job for training.

Cons

It would be even better if voice tracking could identify some people more accurately when they forget to say their name so they don't end up in the "no name" category.

Pros

Having real time analytics and data available right at the front desk has been incredibly useful for our team. We rely on those numbers to track performance metrics tied to quarterly bonuses so that visibility really matters. Another big plus is being able to replay calls just minutes after they happen which helps us catch mistakes quickly and address them right away. The call flagging feature is also valuable for training since it lets us point out both areas where staff can improve and moments where they handled things really well. On top of that the call forwarding option helps us redirect phones to another location whenever the front desk is away or stuck in a meeting which cuts down on missed opportunities and lost revenue.

Cons

A downside is that some calls do not always get categorized properly so staff have to manually correct them to keep the reports accurate. When that step gets missed, the analytics become skewed which can impact how staff bonuses are evaluated. Another limitation is that outgoing calls cannot be recorded unless they are placed through the CallHero website.

Pros

Something that's been really helpful is how accurately all the calls are tagged because it lets us concentrate on reviewing and coaching around the ones that matter most. The training academy included with this software has also been valuable and every new front desk team member goes through it. Overall, it has given us a much clearer way to evaluate incoming leads, understand what's happening with them and coach our team with better feedback and training.

Cons

What I'd still like to see is stronger tracking integrations especially with something like CallRail. It would also be helpful to have the ability to create additional tags ourselves. For example, we'd want to tag cancellation calls too so we can monitor whether our front desk staff is following the script correctly.

Pros

One of the most valuable things about this is how clearly it flags the calls that actually need attention. That helps us catch missed booking opportunities and follow up on them, while also giving our team a really effective coaching resource.

Cons

One small enhancement I'd love to see is the option to save commonly used commands as "favorites," which would make generating queries a bit faster and save time.

Pros

Having several admins handling calls makes this tool incredibly useful for reviewing conversations and keeping communication accurate. It has also been really valuable for training and the admin performance metrics make it much easier to monitor how everyone is doing. Another big plus is being able to place calls remotely while still showing the clinic number which makes working from home much more convenient.

Cons

The only thing I'd change is having it record the other person during outbound calls as well.