Callsource, they listen so you don't have to
Rating: 9 out of 10
IncentivizedUse 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.