CallSource Reviews

The customer support is amazing

Comments: Love it!

Pros:

I really like the customer representative...she is very nice and a wonderful coach.

Cons:

The only complaint I have is that there is nothing to complain about.

Just the tools our clients need, at a great value, with unparalleled support!

Comments: In a world of "make the most off a client" we feel that CallSource is an exception in that they work with us to provide the most cost effective solutions for our clients. And, where other companies cut back on support, CallSource support is always readily available to help implement a solution or solve an opportunity. Plus, their sales team has credibility in standing behind what they sell. Great company with a great product!

Pros:

The CallSource solution is easy to administer, implement and use for our clients. We find that it provides the greatest value in the marketplace for the services they provide when compared to any competitors. Plus, their support team is first class... always easy to contact and always available to help. We highly recommend CallSource for your call tracking needs.

Cons:

There are many different call services available today where clients can buy all sorts of bells and whistles. All of that sounds great in a sales pitch, but what is really needed? What is a dealership going to actually use? We find that the capabilities of the CallSource product meets the needs of 90% of the dealerships we represent at the best price and best value in the marketplace. What do we like least? Maybe that they don't have any competitors at the level of service and price they provide.

Real Estate issue with Call Source

Comments: We are a St. Regis Residence - a very exclusive offering. Our phone greeting and prospective buyer experience from start to finish is extremely important. The Callsource system was not reflective of our brand. We had to turn two filters off in your system. The first was your this call is being recorded message and actually recording the call which lengthened the greeting. We have 1 receptionist and 2 Sales Directors. We do not need to record calls for quality assurance. The second filter was the Call Shield which added additional time to the greeter by asking the caller to press 1 if they are and existing customer and 2 if they are new. All of our callers using a Callsource number are new customers so this message was very confusing. Also, the Callshield was playing this message randomly to legitimate phone numbers. We tested it on several phones. Now we reached 325 minutes this month without any current advertising using Callsource numbers. I was told that it is spam callers getting caught in the system with calls lasting up to 37 minutes. That makes no sense. We have yet to get one real call coming through a Callsource number. As a result we will be canceling the service. It just doesn't work for us.

Pros:

Your team. The set up and ongoing support are outstanding

Cons:

The extra shields put in the system that dramatically effect the callers experience. The two shields we had to turn off are the "this call is being recorded" and the call shield as it was blocking spam and legitimate numbers. Callsource seems to be designed for Call Centers or companies receiving many calls

Great Product!

Comments: Overall, we have had a great experience with the company.

Pros:

This program helps us to make better marketing decisions by allowing us to have the opportunity to track where our customers are calling us from. We are able to hold vendors accountable for their leads because we can track what lead source the customer actually called from. Excellent tool for a business looking to increase their ability to attribute leads.

Cons:

One downside is that we had two outages within the last year where all of our tracked numbers weren't working due to a system wide outage. We were quite frustrated that no one from CallSource told us about this outage and even more so, that it happened in the first place. It took far too long to get working again. The only other downside to the software is there isn't a mobile friendly version that is easy to use. We have difficulty accessing the recorded calls on the cell phone and most of the times that we need to listen to a call are on an urgent basis and usually after hours.

Challenged - Errors

Comments: The service has been challenging, one year we were overcharged by 30%, another year, we had over 10 % of our numbers ringing to the wrong lines, lines ending to late and getting charged more, lines getting cut off to early. See the list below for more: Telephone lines not working
When we get a new rep for Call Source there are issues, so our client ends up feeling it
For example last month the phone rang at our location instead of to the voice mail as it was supposed to.
Billing has been a challenge, over charged on several occasions

Pros:

It is intuitive. It is easy to get around and is just plain logical.

Cons:

It feels like the software is fine, its just the human aspect that is challenging, the way things are set up or not set up. The response and the response time.

NA survey for a CSR

Comments: Overall good. The beginning was rough, see above.
I like being told that what I know to be true in phone sales is still an industry standard. Leave messages, be quick but take your time to build value to the client, putting people on hold is not a detriment. etc . We had a time in this company that we were not allowed to go many things in order to crank out outbound calls. Our clients suffered. With CallSource help we were able to show the value of business standards with regard to phone use.

Pros:

I like seeing the data collected. Call volume etc, however as the CSR that is recorded, that is not the portion I see often. They can not record calls on the main line - we have 25 different lines that were a mess until December 2018. My coach didn't have any data for me to here for a month after that. So for having a program that the company pays for on a monthly basis, and not be able to use - it should have been caught far sooner than it was by the company charging a fee

Cons:

I work in HVAV and plumbing as a CSR - drop down doesn't list my industry.

CallSource

Comments: 7/10 - For what it is, it's not a bad system. Both the Customer Service and Marketing teams use the system with a degree of ease. Looking forward to future incarnations of a more developed product.

Pros:

It's easy to use and the TPA is a solid dipstick indicator of how the team is doing overall. Sharing the calls is easy and so is finding them when it's necessary. The additional services they offer are attractive.

Cons:

It isn't very customizable. Two teams use this software and we both use it very differently. It would be nice if, upon booting up, the system automatically set itself up instead of having to click through so it's functional for us. Additionally, we've had issues with a CSR who's voice isn't recognized and the fix was "tell her to do things differently" even though she follows the script like the rest of the team. The refusal to find fault in the system was less than impressive. It's also hard to adjust calls that have been recorded incorrectly. Currently, I have to contact a member of the support staff and hope/wait for them to address it. Not great when the bonuses are dependant on the numbers and numbers change daily.

Review from an admin perspective

Comments: See comments above.

Pros:

The calls are analyzed and reports can be easily run.

Cons:

Lack of ability to make changes such as renaming campaigns, pretty much any changes to the numbers, having to call customer support for every problem. It takes up too much time when it could be easier to just be able to do in the portal. Also, the tracking numbers have a hug lag time before the call is connected. Redirect time takes between 10-30 seconds before the call is even redirected. This takes entirely way too long and dropped calls have been increased because of this.

Call Source Effectiveness.

Comments: My overall experience is a positive one. When adding users I had a challenging time getting it done. Too many hoops to jump through unfortunately.

Pros:

Ease of use is important to me. This product is easy to learn and use daily. The ability to hear calls is extremely useful and I can usually find calls I'm looking for quickly.

Cons:

There is nowhere that I know of in this platform for "review" of calls. A place where I can put notes that other department heads and the ownership can read. This is where this tool is a valuable asset but falls short of being able to be utilized as a training resource. I use it mainly for record keeping. I review calls and act of calls that need immediate attention. But because its just me doing this, I don't have enough time to take action on more of the calls. So a notes feature would help immensely. If one exist please let me know and I would be happy to use it. Thank you.

CallSource Gets The Job Done

Pros:

I really enjoyed the ease of generating reports for customers. I can't express how easy it is to generate and get it to our customers.

Cons:

It is slow. It takes a while to load and then as you navigate it can just be very sluggish. As far as support goes I have definitely had better and quicker assistance.

Call Monitoring Made Easy

Comments: I can track both inbound and outbound calls and use it to follow up with customers and for training personnel who take inbound calls!

Pros:

It easy to use and convenient to use on a daily basis!

Cons:

Sometimes it's difficult to segment Sales from Service Calls!

People are great! Product is average!

Comments: The people at CallSource are A+ quality individuals who have went above and beyond the call of duty literally. It is because of their efforts, we have remained a client of CallSource. They pushed to get us backend or administrative access that they normally do not give to clients. It has made the transition and the day to day a lot easier to manage.

Pros:

I like the ability to be able to go into the admin area and make changes accordingly and personally.

Cons:

Very clunky system. Built by IT people with no customer-minded people driving the ship! Difficult to navigate.

Good Enough

Comments: Overall, OK.

Pros:

Just what it is, an avenue to listen to calls coming in and having different phone numbers for different marketing channels.

Cons:

Inexplicable dropped calls. Issues with calls over weeks because of some telephone company problems.

Not bad, but not an outstanding product

Comments: Good, but doesn't blow my mind away.

Pros:

The functionality of recording outbound calls and integration with our CRM.

Cons:

I would like to be able to pull reporting right out of our CRM, instead of logging into the back end tool of CallSource.

Love the Service

Pros:

The level of support is excellent, I'm able to put in a request and get an answer immediately. The requests are followed through with detail and I will receive ticket updates as needed.

Cons:

Sometimes I feel as though there is lack of transparency for what numbers are associated with which call tracking numbers on dealers sites.

A great product at an effective price point

Comments: They are friendly, courteous, and always find solutions to our questions.

Pros:

They create tracking numbers, listen to calls and within 5 minutes of not booking a call we have a recording and we can follow up to try and save it! We also use their CSR coaching and they have helped our booking rates go from marginal to extraordinary!

Cons:

The reports are not customizable enough for our company.

Plumbing Services Callsource Review

Comments: Overall, I believe that CallSource is definitely valuable to both my team and the company as a whole. The CallSource team has been professional and responsive with any concerns we have had.

Pros:

I appreciate the focused training with my dispatch team that has resulted in increased conversion rates and revenue. I also appreciate the fact that missed opportunities are brought back to life with the Deal-Saver feature, though it does sometimes send over Deal-Savers that were nonconvertible for various reasons.

Cons:

It seems that the value of the training diminishes over time, which makes sense as my staff improves. However, their improvement was not reflected in their scores, resulting in lower confidence in the product and somewhat demoralized staff that strove to put forth effort with no improvement reflecting in the reporting.

Not happy

Comments: Unhappy that I was being billed for services that I was not receiving

Pros:

Automated Daily Reporting. Ability to review calls

Cons:

Features not fully utilized due to lack of training and disclosure

Solid Product

Comments: Helps identify areas for training, customer support, and areas we can improve as far as missed calls.

Pros:

Call Source has so many option to help improve productivity, training, and customer service. Very impressed with the various ways I can improve our business.

Cons:

To many options to use--only have tried the ones I know!!!

KFD CallSource Review

Pros:

The layout is easy to navigate and user friendly.

Cons:

They don't listen to every call and the AI software isn't always reliable.

CallSource

Comments: No major benefits but also no major issues with the program.

Pros:

Consistency. I receive an email with data every week.

Cons:

I receive an email with data every week & sometimes there is no data. If there is no data (no phone calls that came in) it would be great to not even get an email.

Great reporting

Comments: My overall experience with CallSource has been very positive. My representative has been engaging and prompt with communication.

Pros:

The ease of use and reporting capabilities. Rep is very helpful.

Cons:

Only problem I have ever had was a log in issue and it was handeled promptly by my rep.

Great Company and Product

Pros:

CallSource is a great company with a great product for the automotive industry. When we do an ad campaign we know how well it is working based on the tracked calls and integration with our CRM

Cons:

None that I can see, they provided updates when needed

One Of The BEST TOOLS and Resources We Use!!!

Comments: It's an excellent resource and tool.

Pros:

How it identifies the calls and assigns them accordingly, with times as well missed calls dates and times.

Cons:

Nothing it's overall information providing process has been very useful..

It works for what I need it for

Pros:

I like that the whole product is very user friendly.

Cons:

The recordings take a while to download/playback