“wide range of reporting options”

Pros

Figuring out how to use and navigate the platform is very easy. I also appreciate the wide range of reporting options and the ability to customize certain reports.

Cons

There isn't really anything I dislike about the software.

“my review”

Pros

Using it has been very easy and it does a really good job of helping us stay in touch with our customers.

Cons

Everything has been working just fine and I have come across any issues.

“caller scorecards are inaccurate”

Pros

Being able to listen to recorded calls from the field is useful and it helps identify coaching opportunities that can improve sales skills and the overall customer experience.

Cons

Having call recordings saved for only 30 days is a major downside. The steps required to keep a recorded call permanently are unnecessarily complicated. The software also has too many separate places to visit for different tasks, when everything really should be consolidated into one section. On top of that the caller scorecards are wrong most of the time and my team can usually tell within 15 seconds that the call is a phone shop call.

“useful platform”

Pros

It's really useful that the platform shows exactly where I stand with my phone calls and keeps that visibility front and center.

Cons

Something that needs work is how closely calls are reviewed. Some callers are already existing clients but we still get marked down for not asking questions when we already have the answers on file.

“feature packed dashboard”

Pros

The dashboard was a highlight for me and I really appreciated the wide range of features available.

Cons

Adjusting the evaluation sheet to fit my business needs was more complicated than it should have been.

“user friendly app”

Pros

Getting around in the product feels great and the overall interface is simple to use and navigate.

Cons

One thing I'd like to see improved is the call retention period since having access to calls for longer than 30 days would be helpful.

“good for better call booking”

Pros

This tool has been genuinely helpful for our day to day work. It has improved our customer service skills and helped us book more calls.

Cons

Nothing to point out right now. Everything has been working well with it so far.

“does a solid job of tracking calls”

Pros

Its almost effortless to set up and then run call campaigns with this tool and it does a solid job of tracking every call. The daily report notifications are also really useful for staying up to date on call activity.

Cons

What its missing is a notification for each individual call that includes a direct link to listen to the recording without having to sign in every time. That would be a very valuable addition and I hope they add it in the future.

“Frustrating call drops”

Pros

CallSource does exactly what it's meant to do, gives us a way to listen to incoming calls and assign different phone numbers to separate marketing channels.

Cons

The frustrating part has been the random dropped calls. We also dealt with calling issues for weeks because of problems tied to the phone carrier.

“huge number of customization options”

Pros

There are so many options available and I really love how much you can customize.

Cons

Only downside was having to coordinate with our current phone company, haha. I honestly wish they could have handled that part too!

“Excellent call tracking partner”

Pros

Working with this has been a really positive experience. Their call tracking product is excellent and after using a similar product from another company before, I'm genuinely glad we came across the software.

Cons

It could use some cosmetic updates and the user interface has room for improvement.

“Useful reporting”

Pros

One thing that's been helpful is the automated daily reporting and having the ability to review calls is also a valuable feature.

Cons

We haven't been able to fully use all of the features because there hasn't been enough training or clear disclosure on how everything works.

“reliable recordings”

Pros

Getting around the platform is fairly simple, the call recording quality is solid and customer support is consistently available whenever help is needed.

Cons

The layout feels a bit outdated but aside from that there really aren't any issues.

“provides marketing clarity”

Pros

It's the one dependable way to confirm your marketing is actually working and that your team is properly trained.

Cons

This tool does take time and commitment to get the most out of it but it's worth the effort.

“helpful insights”

Pros

The call tracking has been really useful for making sure we can monitor calls and hear how our employees are handling conversations on the line.

Cons

I do wish it were more mobile friendly so we could listen to recordings from anywhere.

“exactly what we were looking for”

Pros

This was incredibly easy to get started with and that's honestly one of the best things about it. The platform is very user friendly and the reports are exactly what I was looking for.

Cons

Only downside is that the cost for an additional line feels a bit on the expensive side.

“a great training tool”

Pros

The platform is very user friendly and being able to listen back to calls makes it really valuable for training purposes.

Cons

At this point, there is nothing I dislike about it.

“amazing lead tracking”

Pros

Having call monitoring and recording along with lead tracking has been really valuable.

Cons

The software has been working really well and we haven't run into anything we're unhappy with.

“Highly efficient at what it does”

Pros

Learning how to use and navigate the platform feels very simple and it helps me get things done quickly and efficiently.

Cons

I haven't run into any downsides or issues with it at this point.

“lead conversion powerhouse”

Pros

Across our franchise network, we brought in CallSource to help owners strengthen their lead conversion skills and it has turned out to be an outstanding tool. We've been genuinely impressed with how well it supports that goal. On top of that the support team has been fantastic to work with, providing excellent support and making both the rollout and ongoing upkeep feel very smooth.

Cons

Honestly, there really aren't any downsides that stand out. If anything minor ever came up, the support team handled it quickly so nothing ever became a real issue.