CallSource Reviews and Ratings

Rating: 6 out of 10

Score

6 out of 10

Community insights

TrustRadius Insights for CallSource are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

6 Reviews

Callsource, they listen so you don't have to

Rating: 9 out of 10

Incentivized

February 7, 2019

Use Cases and Deployment Scope

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.

Pros

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

Cons

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

Likelihood to Recommend

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.

Cherie Hudson

VP of Marketing in Marketing at NICE Home Services (11-50 employees)

Vetted Review

View profile

CallSource captures everything you would ever want to know about your phone calls!

Rating: 9 out of 10

Incentivized

January 30, 2019

Use Cases and Deployment Scope

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.

Pros

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

Cons

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

Likelihood to Recommend

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.

Jonathan Thommarson

General Manager at Home Instead Senior Care (501-1000 employees)

Vetted Review

View profile

A great way to help improve your ROI and call quality

Rating: 7 out of 10

Incentivized

January 30, 2018

Use Cases and Deployment Scope

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.

Pros

Monitoring
Reporting
Data Driven

Cons

Reviewers not always accurate
slow loading at times
Time stamps not always accurate

Likelihood to Recommend

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.

Verified User

Manager in Sales (201-500 employees)

Vetted Review

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

Rating: 6 out of 10

Incentivized

November 2, 2015

Use Cases and Deployment Scope

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.

Pros

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!

Cons

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.

Likelihood to Recommend

Verified User

Professional in Customer Service (501-1000 employees)

Vetted Review

Slow as a turtle

Rating: 3 out of 10

Incentivized

October 30, 2015

Use Cases and Deployment Scope

We use CallSource as a way to track metrics on the number of customers that call our dealer partners.

Pros

Tracking numbers work
Easy to turn features on and off
Can record and listen to calls made

Cons

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

Likelihood to Recommend

Tracking numbers work fine but it is very frustrating to use.

Verified User

Account Manager in Customer Service (501-1000 employees)

Vetted Review