CallSource Erfahrungen

The customer support is amazing

Kommentare: Love it!

Vorteile:

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

Nachteile:

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!

Kommentare: 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!

Vorteile:

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.

Nachteile:

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

Kommentare: 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.

Vorteile:

Your team. The set up and ongoing support are outstanding

Nachteile:

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!

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

Vorteile:

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.

Nachteile:

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

Kommentare: 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

Vorteile:

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

Nachteile:

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

Kommentare: 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.

Vorteile:

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

Nachteile:

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

CallSource

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Kommentare: See comments above.

Vorteile:

The calls are analyzed and reports can be easily run.

Nachteile:

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.

Kommentare: 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.

Vorteile:

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.

Nachteile:

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

Vorteile:

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.

Nachteile:

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

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

Vorteile:

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

Nachteile:

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

No Title

Kommentare: Overall it's been a pleasure working with the team at CAllSource.

Vorteile:

DealSavers has been an instrumental help to us as a team. Also, the different numbers for marketing campaigns are also very helpful.

Nachteile:

At times the support team listening to the DealSavers mark them as missed opportunities when they aren't missed opportunities. I send probably 2 to 3 calls a week back to my rep, to have them categorize in a different manner.

Review

Vorteile:

It is easier to list problems - inaccurate reporting, slow speed

Nachteile:

Provisioning and Reporting should not be separate logins

Always Busy

Kommentare: CallSource is on the top of my list of 3rd party systems we work with in our business both for product and support!

Vorteile:

This tool is very easy to use, but even better than the tool is the people behind it. As I am in a very fast paced and in on demand business, time is of the essence. When we need to upgrade, get additional services, check results, reporting etc. Our Support Rep is a super star. He works so well with me and my staff to keep our clients happy. We have even had higher level integration with our own software done!

Nachteile:

The only thing I would say that people complain about as far our clients who we set up with tracking numbers is that it can be lengthy to get from the first ring to a connect

Great!!

Kommentare: Happy with the information and training this provides me for my office staff.

Vorteile:

This software is great for training purposes and tracking for marketing purposes. New dashboard is easy to navigate.

Nachteile:

Dashboard wont let you print certain portions of data in a format that you can see all data. I end up doing a lot of snipping and pasting to word document. Old portal was easier for printing purposes

Game Changer

Kommentare: I use it primarily to monitor our incoming sales calls. The Dealsaver Alerts are great. They are a great resource to make sure that we don't miss an opportunity, but also a great training tool for the sales staff. The intergration with our CRM (eLeads) is great. have the call logs also give opportunity to measure direct sales results from incoming calls.

Vorteile:

Ease of use and the intergration with our CRM

Nachteile:

Reporting was a little hard to learn, but once I got it; became a piece of cake.

Phone Recordings

Kommentare: My Experience has been very good. The customer support has been very receptive and helpful.

Vorteile:

I appreciate being able to monitor calls to provide the best customer experience.

Nachteile:

Having to listen to all calls takes a ton of time.

Reliable and Easy To Use

Kommentare: The data is recorded and easy to find, have used CallSource for a few years so when I had the opportunity to open a new branch, had to have it with me!

Vorteile:

CallSource is easy to implement, use, and monitor. Great reporting. Outstanding customer service!

Nachteile:

I cannot think of any dislike of CallSource.

Business intelligence to use for projecting

Kommentare: People are communicative and trustworthy. The staff are helpful and proactive.

Vorteile:

The data is unified in a concise and organized way. Pulling the information seems easy enough for almost anyone.

Nachteile:

Some features can be further enhanced to make effectiveness go from 70% to 90%.

Great service

Kommentare: Records calls so we can use for training and to verify what the caller said. Allows us to code calls for follow-up. Reporting is simple and very useful to know how our lead sources are doing.

Vorteile:

Ease of use and the reporting features.

Nachteile:

That you can't forward all numbers at once to another #.

Extra- Dimensional Marketing

Kommentare: We are increasing our appointments and reducing cost. And when we have an issue with Call Source our rep, is really on top of everything. I called him earlier today about one of our Call Source numbers not linking with our office. I then sent him an email. Before he heard the voice message he called me to see how he could help. This man cares about his clients and it shows.

Vorteile:

Through a system I've developed using Call Source, I'm able to track response from our marketing enabling us to reduce marketing expense and focus on proven TV programs that produce results. The EDM system is accurate and helps me break down our media response to a CPL (Cost Per Lead) which is a way to compare and evaluate our media partners.

Nachteile:

It is time consuming pulling all the reports but well worth the effort when you can reduce cost and improve results.

Easy Tracking of Inbound Calls

Vorteile:

I receive a daily update of calls that came in from the day before. It is easy to read and understand which calls were answered and which weren't.

Nachteile:

It doesn't show me the outbound calls. Tracking of outbound calls would help immensely.

CallSource

Kommentare: Call source allows us to dig a little deeper with clients. It allows us to address concerns while taking care of the customer. My biggest problem is the inconsistency in grading. I also do not like that we use "can I" as opposed to "may I"

Vorteile:

I like that I am able to improve on my calls. I am able to hit certain things which make me better at my job. I strive to do better during each call.

Nachteile:

I don't like the inconsistency when calls are graded by different reps. I feel not everyone is on the same page. We have to constantly fix and edit calls to be regraded.

Great for reports

Vorteile:

The report features, hands down. Information is everything, and it's important to know where and how your marketing dollars are being spent. CallSource helped with call tracking and even monitoring our customer service. The reports we export from CallSource were tailored to our needs.

Nachteile:

Recording only stayed saved for a month.

Overall good but could be more reliable

Kommentare: Over all fine except for losing calls

Vorteile:

It is inexpensive and reporting is good

Nachteile:

I’m finding that my calls are cutting off before getting voicemail. I am losing leads I need the tracing numbers to forward correctly. I do t like that I have to call customer service to re name my tracking numbers.