“easy to navigate”

Pros

Once you get familiar with everything it offers, the platform is very simple to navigate and pulling reports becomes really quick and easy.

Cons

There's definitely a learning curve and it takes some time to fully understand everything it can do.

“helpful campaign insights”

Pros

One of the most useful parts is being able to quickly see which campaign is driving the most calls to our phone lines. It also gives us the ability to listen to calls and evaluate employee performance which has been very valuable.

Cons

Navigation could be easier and it still does not cover all of our incoming lines and local numbers.

“useful call review access”

Pros

Being able to go back and replay calls I've handled is really useful especially when I need to double check details and make sure all my information is accurate.

Cons

I do wish it offered written transcripts of our conversations since there are times when I can't listen to a call privately but could still read through what was said.

“call scoring needs work”

Pros

Having the ability to listen back to our calls helps us review how they went and see what's happening on them.

Cons

My bigger issue is with the scoring than with the software itself. I'm constantly questioning the scores and it usually ends with the score being adjusted to something much better.

“convenient software”

Pros

Using this software has been really convenient and it makes things simple to manage.

Cons

The website wasn't my favorite part since it could be more user friendly and a bit simpler to navigate.

“simple setup process”

Pros

Getting started with it is really easy and training employees on how to use it is just as simple.

Cons

I don't have any complaints about the software.

“my experience with CallSource”

Pros

It gives a fast snapshot of our call and marketing stats, while also letting you dig much deeper into what is driving those numbers, including the ability to listen back to recorded calls.

Cons

It does not really adjust to unique office workflows or preferences. In our case, we get a lot of out of state calls and those leads follow a completely different process than local patients. Unfortunately, this tool cannot separate that out so all of those transfers get marked as a "missed opportunity" simply because they are not booking an in office appointment which of course makes no sense when they live 3,000 miles away.

“User friendly reporting”

Pros

The reporting is very user friendly and I appreciate being able to pull up the individual reports I need.

Cons

Getting around the system can feel a little difficult at times.

“Easy to get started with”

Pros

Teaching other team members how to use this was pretty easy. The reporting tools and call review features were especially valuable, helping us evaluate conversations and make meaningful changes to how we run the business.

Cons

The upfront training took a bit of time which is pretty normal with any new software. After we got through that learning phase though, using it became very simple.

“love the weekly reports”

Pros

Being able to listen back to our calls has been incredibly helpful for making sure my employees are representing our practice in a patient first way. The weekly reports sent to my email are something I really appreciate as well.

Cons

Honestly, I don't have any complaints to share at this time.

“valuable call recordings”

Pros

Its really useful to be able to listen back to recorded calls because it helps with coaching my team members and helps them improve.

Cons

Everything has been working really well for me and I don't have any suggestions for changes at this point.

“helpful training support”

Pros

This tool been really good for us and has made a real difference with our telephone training. One of the reps has also been especially helpful and does an excellent job with the training.

Cons

I don't have any negative feedback about the product.

“excellent support team”

Pros

Working with the customer representative has been a really positive part of using this software. She's friendly, supportive and an excellent coach.

Cons

Theres nothing to complain about.

“the layout is well thought out”

Pros

Everything about it feels great. Getting around the software is easy and the layout just makes sense.

Cons

The software itself seems solid but the difficult part has been the human side of things. Stuff like how certain items are set up or not set up, along with the responsiveness and turnaround time.

“useful call recording”

Pros

Being able to record outbound calls and have it integrated with our CRM has been really useful.

Cons

Something I'd like to see is the ability to pull reports directly from our CRM instead of having to log into CallSource's back end tool.

“transformed our booking rates”

Pros

CallSource sets up tracking numbers, monitors the calls and if a call doesn't get booked, we get the recording within about five minutes so we can follow up right away and try to recover it. We also use their CSR coaching and it has taken our booking rates from barely acceptable to truly outstanding.

Cons

Its reporting feature still doesn't offer enough customization for what our company needs.