TrustRadius: an HG Insights company

CallSource

Score6 out of 10

13 Reviews and Ratings

Get a Demo

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.

Categories & Use Cases

Reviews

What users are saying about CallSource.
View all reviews

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

Incentivized
Jonathan ThommarsonView profile
General Manager at Home Instead Senior Care (501-1000 employees employees)

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

Return on Investment

  • Increase sales - With missed sales alerts, we were able to call those customers back and maybe reevaluate their situation and close the sale, or at least get one step closer to it.
  • Increase productivity - Office staff knew that there was a potential for the calls that they had coming in to be recorded, so they were more efficient and productive in their calls.

Alternatives Considered

DialogTech

Other Software Used

QuickBooks Pro, Microsoft 365 Business

Callsource, they listen so you don't have to

Incentivized
Cherie HudsonView profile
VP of Marketing in Marketing at NICE Home Services (11-50 employees employees)

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

Return on Investment

  • Increase booking rate
  • Increased customer satisfaction
  • Saved time monitoring calls in house

Other Software Used

HubSpot CRM, HubSpot Sales, ServiceTitan, Google Analytics, Wrike, Trello

A great way to help improve your ROI and call quality

Incentivized
Verified User
Manager in Sales (201-500 employees employees)

Pros

  • Monitoring
  • Reporting
  • Data Driven

Cons

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

Return on Investment

  • Not missing calls and knowing that we capture all phone traffic
  • Helping identify easily the call source so our advertising dollars are used well
  • Customer service has gone up with associates

Other Software Used

PCRecruiter, MRI Residential Management, Microsoft Office 365

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

Incentivized
Verified User
Professional in Customer Service (501-1000 employees employees)

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.

Return on Investment

  • We are able to obtain and provide more detailed insight as to why our customers may be doing well/poorly with our products.
  • I can't speak to this in terms of numbers or percentages, but I can say with confidence that it has assisted in saving many high risk accounts.

Slow as a turtle

Incentivized
Verified User
Account Manager in Customer Service (501-1000 employees employees)

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

Return on Investment

  • Prove ROI to our dealer partners by showing them how many calls they are getting
  • With all recordings, we can discuss calls and coach dealers on better ways to approach our customers
  • Better customer service