4.4
Overall rating
Reviews

4.4
Overall rating
Reviews

About CallSource

CallSource is a performance management solution that helps automate the collection of customer information and lead generation. It is a cloud-based platform that enables users to track calls and capture sales opportunities with marketing insights. Designed for businesses of all sizes, it offers solutions including call log review and forwarding of saved records via email. The software enables budget allocation for marketing campaigns to facilitate lead generation through strategic insights into client data. The phone coverage module of this tool helps ensure every call is answered when there is day-time traffic volume. Additionally, CallSource also provides services such as unique numbers, customizable reporting, employee categorization and ad sourcing. Support is extended via documentation, email, phone and online help desk and pricing is available on request.
CallSource Software - Image unavailable

CallSource pricing

CallSource does not have a free version. CallSource paid version starts at US$1.00/month.

Starting Price:
US$1.00/month
Free Version:
No
Free trial:
No

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CallSource Reviews

Feature rating

Value for Money
4.2
Functionality
4.2
Ease of Use
4.3
Customer Support
4.5
5 reviews of 195 View all reviews
Anastasia
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 29/08/2019

Great Product!

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.

Response from CallSource

Hi Anastasia,

Thank you for your great feedback. We sincerely apologize for the lack of communication with the outage that happened last year; we hope this does not happen again, but in any event, we will be sure to reach out ASAP. We do have a 99.999% uptime with our phone systems but, unfortunately, sometimes these errors do happen. We are thankful for your feedback on the situation and hope to continue to make it right with you.

We will be sure to keep you updated on product updates, including a more mobile-friendly version when that is availalbe.

Thanks again for your review, Anastasia!
- CallSource

Replied 30/08/2019
Valerie
  • Industry: Research
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
3

5
Reviewed on 14/08/2019

Challenged - Errors

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.

Response from CallSource

Hi Valerie,

We are sorry to hear that you've had a few billing and routing issues - we always want to deliver the most accurate and best data to our clients, as well as not have any mishaps on the billing part.

If you are ever having an issue with your support communication, please feel free to also contact our general support team at [email protected] if you feel a different account rep would be better suited for your needs.

Thanks again for your feedback,
CallSource

Replied 19/08/2019
Thomas
  • Industry: Retail
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
1
Features
2
Ease of Use
3
Customer Support
1

2
Reviewed on 14/08/2019

I am not a fan of Call Source

Negative.....

Pros

It records the conversations so I can listen in on potential deals in detail

Cons

It shows up as Spam on customers phones and it uses a 800 number. Also it drops call constantly

Response from CallSource

Hello Thomas,

Sorry to hear that you've had a poor experience with CallSource, we always hope that our clients get extreme value from our services.

I've passed along your comments to your dedicated account representatives - they have reached out and left a voicemail with your colleague and look forward to speaking with you soon to get these issues corrected.

Thanks,
CallSource

Replied 20/08/2019
Cole
  • Industry: Automotive
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

5
Reviewed on 14/08/2019

Performs Exactly as Expected

Overall solid platform for what we use it for: tracking the quantity and frequency of phone calls per marketing source. Great customer service and support staff.

Pros

the tracking numbers and related data to marketing sources

Cons

the full package is too expensive yet the middle packages have stark inefficiencies

Response from CallSource

Hi Cole,

Thanks for your review - we are sorry that you aren't satisfied with pricing, but can always revisit that with your CallSource rep if you feel you aren't getting enough value for the price. Otherwise, we are glad to hear that you get a lot of use out of the system and enjoy the great customer service!

- CallSource

Replied 16/08/2019
Diana
  • Industry: Consumer Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
3
Ease of Use
4
Customer Support
3

4
Reviewed on 29/08/2019

CallSource

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.

Response from CallSource

Hi Diana,

Thank you for your feedback, we apologize that you've had some issues with scoring with some CSRs; please continue to alert your CallSource rep with any issues so we can correct those for you. We will bring your suggestion for more cusotmization to our product team as well, thanks for that.

- CallSource

Replied 30/08/2019

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