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CallSource

CallSource

Overview

What is CallSource?

CallSource offers a suite of call tracking, reporting, and analytics products aimed at optimizing sales and marketing calls. Features include call recording and tracking, call analytics, and performance evaluation.

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Recent Reviews

TrustRadius Insights

CallSource is a versatile tool that businesses use to gain valuable insights into their call performance, missed opportunities, and call …
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Callsource Review

9 out of 10
July 01, 2014
Incentivized
Callsource is one of the primary tracking methods we use to monitor the performance of our clients campaigns. Right now, I mange it, …
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Pricing

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What is CallSource?

CallSource offers a suite of call tracking, reporting, and analytics products aimed at optimizing sales and marketing calls. Features include call recording and tracking, call analytics, and performance evaluation.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is CallSource?

CallSource Video

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CallSource Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(13)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

CallSource is a versatile tool that businesses use to gain valuable insights into their call performance, missed opportunities, and call volume. By analyzing the data provided in CallSource reports, businesses are able to structure their phone answering procedures more effectively and develop new strategies and operating procedures. For instance, in an HVAC business, CallSource is used to monitor the booking rate of customer service representatives. It accurately identifies the strengths and weaknesses of each agent, allowing for targeted training to improve their performance. Additionally, CallSource plays a crucial role in maintaining a high conversion rate by alerting managers to closed or booked phone calls, enabling them to reach back out to clients and regain their business.

Furthermore, CallSource assists businesses in identifying the most successful marketing campaigns while determining those that may not be yielding desired results. This helps organizations allocate their resources more effectively and focus on initiatives that drive meaningful outcomes. The Tier 3 department utilizes CallSource to implement tracking numbers for dealer partners, providing them with performance insights for continuous improvement. Overall, CallSource proves invaluable in monitoring and reviewing calls, improving customer service, and extracting information from difficult-to-understand interactions. By using it as a tracking method to monitor the number of customers reaching out to dealer partners, businesses can better understand their customer base and ensure they are meeting their needs efficiently.

Informative and useful monthly reports: Several users have found the monthly reports provided by the software to be highly informative and useful. These reports contain all the necessary information, such as missed opportunities and potentially missed revenue, allowing users to identify areas for improvement and revenue growth.

Easy-to-use call reporting feature: Many reviewers have praised the software's detailed call reporting feature for being easy to access and use without requiring much training. This straightforward reporting function enables users to easily pull the necessary data, track their campaigns effectively, and gain valuable insights into their performance.

Convenient phone call tracking capability: Users appreciate the software's phone call tracking capability as it allows them to conveniently listen to calls. This feature helps monitor and evaluate call quality while offering flexibility in turning features on and off based on specific needs.

Difficult Dashboard Navigation: Some users have expressed frustration with the difficulty in navigating the dashboard, especially when trying to access deeper menus and features. They have found it challenging to dig deep into the software's functionalities and feel that improvements could be made in terms of the overall user experience.

Lack of Dedicated Mobile App: A significant number of reviewers have suggested the need for a dedicated mobile app that would allow them to listen to calls on the go. Many users feel that having a mobile app would greatly enhance their experience and convenience, providing them with more flexibility in managing their calls.

Troublesome Login Process: Multiple users have reported experiencing trouble logging into multiple accounts, often resulting in frustrating password resets. This has caused inconvenience for those who regularly switch between different accounts and highlights an area where streamlining or simplifying the login process could improve user satisfaction.

Users have made several recommendations based on their experience with CallSource. The most common recommendations are as follows:

  1. Use more AI for listening to calls: Implementing more artificial intelligence technology to listen to and analyze calls could enhance the service.

  2. Always take notes and listen to calls: Consistently taking notes and actively listening to calls helps improve communication skills.

  3. Seek assistance and understand all features: Asking for help in understanding all the features and benefits of CallSource is advised. Additionally, users suggest watching out for timezone errors in call reporting.

Overall, users recommend CallSource for its quality product, great customer service, and innovative approach to call tracking. It is helpful in evaluating employee phone skills, improving call conversion, and providing comprehensive reporting. Users also mention the ease of customer service and better deals when switching from other tracking services. Speaking with CallSource over the phone to discuss terms and pricing options is recommended before making a decision.

Attribute Ratings

Reviews

(1-6 of 6)
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Cherie Hudson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use CallSource in our organization to monitor our CSRs booking rate in an HVAC business. CallSource allowed us to find the strengths and weaknesses of each agent, and train accordingly. CallSource helped us retain a high conversion rate but identifying an "closed" or booked phone call and alerting a manager. At this point were able to reach back out to try and regain the client. Also, helped find what campaigns were doing the best and which ones were not worth keeping.
  • Detailed call reporting
  • Live alert when a call is not booked
  • the overall scoring of how campaigns are doing
  • Industry comparisson of how you rate on customer service
  • Better pricing model
  • No contracts
  • It was a pain to log into the two accounts I had to use, I was always getting booted or having to reset password
It is perfectly suited for service businesses that need to have excellent customer service on the phone and where any missed phone call means missed dollars. It is less appropriate for manager positions or other non-customer facing positions. We did not use it for internal work or positions that deal mostly on the back end.
Jonathan Thommarson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
CallSource is a great tool for call analytics. It gave us a lot of insight into our call performance, missed opportunities, call volume, etc. It definitely helped us structure how we answered the phone in our business. It was used by everyone in our office. We were able to develop new strategies and operating procedures based on the data that we received from CallSource reports.
  • Analytics: Monthly reports on calls that breakdown all of the pertinent info you would need
  • Missed opportunities: Management would be notified when we had a missed opportunity for a sales lead/service inquiry immediately after the call was finished so we could follow up on it
  • Potentially missed revenue: Monthly reports would analyze data and tell you the potential revenue missed from the missed calls
  • Easier Dashboard: The dashboard is a little hard to navigate at times when digging deep into the menus
  • Mobile Dashboard: Sometimes I was not at my desk and needed to listen to a call on my mobile device. I could do it but a dedicated app might be nice
CallSource was great at seeing where we were failing as a company on the phone calls. It allowed us to tighten up a few spots to close those gaps and increase our call performance.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
It was nice being able to have monitoring and review of calls, to help improve customer service for associates of all levels. Also helped for callers that were hard to understand if I needed to back through to pull info or data from the call.
  • Monitoring
  • Reporting
  • Data Driven
  • Reviewers not always accurate
  • slow loading at times
  • Time stamps not always accurate
Great for our real estate holdings to monitor calls, and with it being recorded ends a lot of he said she said when we can pull the audio. Also great for helping coach and improve employees customer service.
November 02, 2015

CallSource -- it's a-o-k!

Score 6 out of 10
Vetted Review
Verified User
Incentivized
Our Tier 3 department uses it to implement tracking numbers for our dealer partners and to provide them with insight into how well they may be doing on our program. I'm almost certain that our department is the only one out of the company using CallSource.
  • The reporting is easy to access and use with little to no training. Pretty straightforward.
  • It does what it's supposed to -- creates usable tracking numbers, with added features like call whisper and call notifications that can be sent to a number of email addresses.
  • It can be integrated with our CRM, Salesforce, for ease of use!
  • It is SO slow. Trying to access campaigns to make updates, add new campaigns, etc., takes such a long time that I usually open up a CS window, then go back to my emails and tackle other tasks before I come back to CallSource hoping it's finally ready for me to make and save my changes.
  • The call whisper gets identified as a telemarketer often. Wondering if there's another voice or different verbiage that can be used that will help make it sound less like a telemarketer so the person answering the phone doesn't just automatically hang up, which happens often.
October 30, 2015

Slow as a turtle

Score 3 out of 10
Vetted Review
Verified User
Incentivized
We use CallSource as a way to track metrics on the number of customers that call our dealer partners.
  • Tracking numbers work
  • Easy to turn features on and off
  • Can record and listen to calls made
  • EXTREMELY SLOW!! Takes 10 minutes just to get logged in and set up a single number
  • Phone numbers get spammed a lot and forces us to reprovision
  • Reporting functionality is very weak
Tracking numbers work fine but it is very frustrating to use.
July 01, 2014

Callsource Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Callsource is one of the primary tracking methods we use to monitor the performance of our clients campaigns. Right now, I mange it, review phone calls and pull reports and distribute to the account executives accordingly.
  • Reporting: Reporting is very easy to pull.
  • Phone Call Tracking: The software makes it very easy to listen to phone calls.
  • Phone Call Recording: The only place where I would like to see improvement is the number of calls that you can listen to. Calls are kept in their database for 30 days, and while they do give the option to download the calls I would prefer to be able to login and pull past calls as needed. Past calls, months down the road can be important to clients so they can compare the strength of their sales teams and see where improvement is needed. It lets you monitor overall campaign effectiveness, and if Callsource added this feature then they'd be unbeatable.
Callsource has been great to work with since it's easy for us to sort the reports by client, and hand them out accordingly. If you need tracking numbers for campaigns, and if you want the bonus feature of listening to phone calls then it's great.
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