User Reviews Overview
About CallTrackingMetrics
CallTrackingMetrics is a cloud-based call tracking and contact center solution for businesses and agencies that helps with tracking campaigns, reaching new audiences through integrated text marketing and online forms and using...
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- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
stand out support and functionality
Pros
I've used CTM for 5 years. I tried CallRail and have worked with CallSource. I've found CTM to be the easiest to implement and use. They also have more features and integrations that have given my agency the ability to provide detailed reports to my clients.
Cons
We had some challenges getting Google Data Studio synced the way we wanted it, but we were not using just the general template they provided, and [SENSITIVE CONTENT HIDDEN] on their support team was awesome about helping us connect those last dots that we couldn't figure out on our own.
- Industry: Consumer Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
We couldn't grow without CTM!!!!!
Overall, we are very happy with CTM because of Coalmarch. They were instrumental in the setup, and the continuous troubleshooting we do with CTM. They are extremely knowledgeable of CTM, and guide us through any additions or hurdles we come across! At the end of the day, we could not GROW the company as we have without CTM and Coalmarch!
Pros
That it is incredibly streamlined. There isn't a "phone" obstacle that CTM can't solve for your business. The tracking information alone that it is able to tell you is invaluable and being able to transition from a 9 am-5 pm business to 24-7 and streamline those calls to specific numbers and departments making it possible for our customers to talk to a real person every time and not a voicemail was the growth push we needed and call companies should be striving for! The ablity to make ALL numbers a textable number, is the most innovative thing CTM quite frankly does. Not to miss a call because they texted instead... what more could you want being in the service industry!
Cons
The only two complaints I have about CTM is that the reporting is not very user-friendly. It goes really far in-depth and isn't easily understood how to do a simple task rather than such broad ones when using "reports". The second would be the CTM App. It's ineffective for inbound calls, but perfect for outbound calls, which I know they are working on updating the app.
Response from CallTrackingMetrics
Thank you so much for the great review and valuable feedback, Tiffany! We love to hear how we have helped our customers grow. Your success is our success.
- Industry: Luxury Goods & Jewelry
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Choose Another Call Tracking Company
Pros
If it would work, it would be useful in measuring offline conversions.
Cons
Tried working with them for YEARS to get the data right because if it was correct, it would be so useful. Once I audited the data, the calls had nothing to do with the keyword data that was being reported. Until my arrival, the company was making decisions based on CTM's INCORRECT DATA! I implemented every change they recommended, including purchasing more numbers and inputting more sources but it was never resolved. When we decided to leave, they had auto-renewed our account and promised to refund, but did not. Additionally, many of the calls at the end were robocalls or hangups.
Alternatives Considered
CallRailReasons for Switching to CallTrackingMetrics
We had been with them for years and wanted to try and maintain the current integration.Top CallTrackingMetrics Alternatives
- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
The Best Call Management Platform - CallTrackingMetrics.com
Solved my marketing source tracking, intergrated with almost everything. Solved all my call center issues. So many many issues were solved including the micro picky issues.
Pros
CallTrackingMetrics.com (CTM) is by far the most complete and versatile call management platform I have ever seen. Plus its got a killer call center system built right in.
I can't count the number clients whole love this system. And during this corona virus crisis, switching from an office to home was so simple and totally seamless. We and are our clients didnt skip a beat.
I have been with CallTrackingMetrics.com since 2014. Yep! And, I could go on and on. From thier willingness to keep advancing their platform, great customer service, marketing source tracking, and so much more, CTM has played a huge part in our company's and our clients' success!
Cons
Nothing!!! Seriously. Just an awesome platform!!
Response from CallTrackingMetrics
Thank you for the 5-star review, Dean. We appreciate your business and look forward to many more successful years of partnership! As always, please let our team know if there's anything we can do to improve our product or services to better meet your needs.
- Industry: Law Practice
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Happy trooper
CTM has been a total gamechanger for our business, from the capability to measure different sources to the extensive reports we can pull, CTM is simply a ''must have''
Pros
Tracking Sources, Dimension Reports, Recordings and Queues, all these features and how detailed they are help in great measure to achieve our production and marketing goals
Cons
No cons for now. CTM has offered a very smooth transition and work flow for us.
Alternatives Considered
TwilioSwitched From
Nextiva- Industry: Marketing & Advertising
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Easy To Use And Scale
I have loved using the product. The overall experience has been nothing but positive.
Pros
Core functionality of purchasing tracking numbers and dynamic number insertion is simple to set up and scale across multiple accounts. Great for our high number of SMBs use case. There are some pretty robust ancillary features (ancillary for our use case anyway ) that are also quite nice to have (2 way sms in the web GUI, "form reactor" connectivity with website html forms, and real-time chat all come to mind). The support team is also consistently helpful and responsive as is our dedicated account representative.
Cons
Only things I would like to see are more robust "CRM-esque" features that are made with local businesses (or agencies that cater to local business) in mind. It would be nice to have a way to visualize leads from multiple sources in a way besides the call log (i.e. kanban, or "stages" like a typical crm prodcut). Combining the existing call center functionality with more fleshed out, user-friendly lead management features would be amazing.
Response from CallTrackingMetrics
Thank you for the review and feedback, Stephen. We think we may be able to help with some of features you are looking for, so your Customer Success Manager will be reaching out shortly!
- Industry: Construction
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Great Call Tracking Software with First Class Support
Overall I love CTM. It's helped us keep better track of how customers are finding out about us, it helps us keep record of our phone calls for legal purposes, and it helps us develop our customer service by listening to past calls and evaluating where we could have done better.
Pros
The primary tracking log is really easy to use and sort. It's also super easy to get new tracking numbers and apply them to different aspects of your business. The best part about CallTrackingMetrics is their support. Anything you could possibly ever want to do, but don't know how to do it can be answered through calling CTM. They'll walk you through the process whether it's you first day, or you've been a customer for many months.
Cons
The reports aren't really all that useful. It lacks a lot of sorting features I could use. Don't remember what they are because I gave up on the reporting section a long time ago.
It's also pretty difficult to setup anything with the software on your own. There's so many options in the back end, that you can't tell how to do anything. So it almost always necessitates a call to CTM to set anything up.
They're pretty great, though, so calling them isn't a chore or a bother. Unless they're having meeting, cause for some reason they take ALL of their employees into a meeting at once. There have been times where I've needed immediate help and no one is there to take the call because they're "in a meeting learning about new features."
Leave at least one person to answer calls please. Train your employees in waves.
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Amazing for Agencies
Their support team has been amazing, transferring over my clients from one software to another went smoothly, the software does more than I need, and I have far more control over pricing to keep clients happy.
Pros
Before, I used a competitor's product, and while it was good, I didn't know how much I was missing out on.
CallTrackingMetrics gave me so much more control!
- how I price call tracking services for my clients (including charging by the minute if desired!)
- how I create phone number pools (no arbitrary, pre-selected minimum amount of numbers)
- what services each client needs
- easier and faster switching between client accounts
If you are an agency or manage multiple accounts, this software is the best that I've found. I was able to save my clients money and have far more control over price stability in the long run, while improving the number of features available!
Cons
CTM is complex and some of the UI is not as intuitive/quick to learn as I wish. It was easy to miss a step or two in client setup (even with the help of their great Support team), and sometimes finding the menu or options you need is not quick and easy.
This is partly due to the fact that the software does so much, but it would be nice if I could hide certain menus, or during setup, tell them to hide menus for me so that I don't have to constantly scroll through a lot of options I'll never use.

- Used Daily for 2+ years
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Review Source
It is not ideal but does integrate with other programs and software
It is better than not having a program to track calls and it helps us to identify the sources for ROI purposes, but does not produce regular reports and you really never know if the person came from where it says if they call the main number which is not recorded and they can't make that happen, but to be fair neither can any other company I have talked to outside the actual phone company.
Pros
It helps us to know when someone is calling into one of our tracking lines. It integrates with Infusionsoft via zapier (one way connection so that infusionsoft doesn't cause issues for them) and then it also allows us to listen to those calls.
Cons
It does not record all calls. It does not do a great job of creating contacts into Infusionsoft as it makes duplicates because of how the system connects, NOT sure if this is their fault, Zapier's fault or Infusionsoft's fault.
Response from CallTrackingMetrics
Hi Rachel, Thank you for your feedback. I know you are passing data between several platforms, but CTM does offer call recordings and transcriptions. Please contact our support team if you have any issues or questions about how to use this feature.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Amazing software and support staff. Highly recommended.
Great experience with CTM! They are a trusted partner.
Pros
The software is fast and easy to use. It allows us to easily connect a variety of our campaigns from PPC, to email blasts, and so much more. The support staff is always readily available and great to work with.
Cons
At times the software can be a bit difficult to navigate when it comes to user administration and access levels.
Alternatives Considered
CallRail- Industry: Hospital & Health Care
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Attribution is key
My overall experience is great. The software and integrations work well and the staff is always very helpful.
Pros
I like all of the robust features and tracking that CTM provides.
Cons
The software can be a little glitchy and difficult to setup at times. Once you get it dialed in it’s great.
Alternatives Considered
CallRailReasons for Choosing CallTrackingMetrics
The software was dated.- Industry: Construction
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Easy to use platform with super helpful reporting!
Pros
The platform is extremely user friendly, we were able to get call center agents trained remotely and they could even download an app to their smart phones for additional access. As a call center manager the reporting features were very insightful when tracking agent performance metrics.
Cons
Everything is wonderful :) no complaints!
Response from CallTrackingMetrics
Thank you so much for the 5 star review, Genevieve. So glad to hear we helped enable your remote workforce!
- Industry: Health, Wellness & Fitness
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Best Cal Followup
It has be a cost effective necessity for our advertising budget
Pros
This software gives us the ability to track our marketing and follow up with calls that we might have missed after hours. We like that we can regionally track where the calls are coming from so that we can optimize our budget.
Cons
It was a little tricky to set up cut once customer support walked us trough the problems we havent needed to tough things since
- Industry: Retail
- Company size: 201–500 Employees
- Used Weekly for 2+ years
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Review Source
Great product to track calls, sources and texting
We swap out phone numbers on our websites to through numbers we've set up on CTM to track the source of our calls. Our sites swap out the displayed phone numbers based on the service (Google Ads, Bing, Yahoo, Facebook, SEO...) that drives our site visitors. Once they place the call, we are then able to track the source as well as listen to that call to use as a training opportunity. We also have testing available on our Mobile sites for some select stores which all goes directly through CTM so we are able to communicate with our guests in an easy and requested fashion. Really like using CTM!
Pros
CTM is a great resource to track lead sources as well as review calls and to reach your customers via text if that is an option for you.
Cons
It can seem a bit daunting at first but it isn't difficult to learn.
Response from CallTrackingMetrics
Thank you so much for the great review, James! So glad to hear CallTrackingMetrics is a valuable resource for you and your team.
- Industry: Hospital & Health Care
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Call Tracking Evaluation
Overall the platform works well for us.
I actually listen to (3) different ones. It would be nice if they were combined into (1).
Pros
I like that I can listen to the phone calls and tag them for future reports for the owner. Such as CPL- Cost per lead. Also, it is helpful when training a new Patient Care Coordinator. It is crucial that when we get the call the person answering the phone sets up the appointment.
Cons
I would like to be able to put the person's name on the call that they answered. And put other notes in and not just a simple tag.
- Industry: Health, Wellness & Fitness
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Call Tracking Metrics is great
My overall experience has been awesome.
Pros
Call Tracking Metrics allows you to record and keep a list of all the calls come in. It's great for my team to keep up to date on all of the calls that we may have missed. The data about each caller is extremely useful.
Cons
I don't enjoy having to verify myself through a text received, but at least the option is given to keep me logged in for 30 days.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Easily Review Lead Quality
Pros
CTM's tracking numbers are invaluable for maintaining a high level of confidence in the phone leads our clients receive. Performing QA is much easier now, even for introductory level accounts.
Cons
A higher level of accuracy for number swapping would be nice :)
Response from CallTrackingMetrics
Thank you to much for the great review and valuable feedback, William!
- Industry: Marketing & Advertising
- Company size: Self Employed
- Used Monthly for 2+ years
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Review Source
Call tracking you can setup in minutes
Pros
Call Tracking Metrics makes it really easy to get started with call tracking. The setup process is very straightforward and I can usually get my clients all setup in less than an hour (depends on how many lines they want to track). I think the call log is easy to scan and you can filter results by date, source, etc. which makes it easy to see which sources are providing the most value. You can tie the account into Google Analytics and push conversion data which makes reporting a lot easier than manually counting the calls.
Cons
Setting up lead tracking with Google Analytics could be a little simpler.
Response from CallTrackingMetrics
Thanks for the 5-star review, Micah! We are continuously enhancing the interface to include more automation for connecting third-party data platforms like Google Ads and Analytics. As always, our team is here to help answer any questions you may have and thanks for being such a loyal customer!
- Used Daily for 2+ years
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Review Source
All your call tracking information in one place.
Pros
What I like best about this software is that all tracking numbers are recorded so you can listen and replay for educational/training purposes.
Cons
Some of the reporting is not too user-friendly. Difficult to filter information when looking for specific type of callers.
- Industry: Online Media
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Attractive for Features
Pros
Call Tracking Metrics is elaborate and robust in the features it offers. The quality of customer support is second to none.
Cons
When changes are made, communication to users is lacking.
- Industry: Legal Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Review
I like it
Pros
It is simple to use and the communication is clear and crisp
Cons
Too many feature I do not need/use, they may perhaps be useful to other users.
- Industry: Retail
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Great system to track your business
Pros
Provide instant recording video and track all calls
Cons
So far we only use the features we need, we haven’t got the time to explore more.
Response from CallTrackingMetrics
Thank you so much for the 5 star review, Cary!
- Industry: Marketing & Advertising
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Call Tracking Metrics Review
Pros
Making it easy for businesses to manage and track their marketing efforts and allowing businesses to track and analyze their phone leads effectively.
Cons
The pricing structure for call-tracking metrics can be relatively high compared to other call-tracking software.
- Industry: Hospital & Health Care
- Company size: 201–500 Employees
- Used Daily for 1+ year
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Review Source
Review from Assisted Living admin
Wonderful. :)
Pros
It is very easy to use especially from my phone if I need to.
Cons
Improving the contacts so when I type an email it automatically pops up. Other than that I like it.
- Industry: Hospital & Health Care
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Grants Review
Its an ok system
Pros
Easy to use. Its very interactive. nice layout as well
Cons
The errors and system issues, and also the fact that there is no 24 hour IT technician on duty