CallTools

Useful tool for customer service

Commentaires : This application is used a lot for 2 years for the impeccable attention of my clients regarding the technical support of the television, telephone and internet services. scheduled technicians and followed up the cases created in order to guarantee a quality service

Avantages :

It is the best tool we have to make an impeccable customer service. It is used to generate case numbers related to the received call and be able to track it to generate a unique satisfaction in the customer.

Inconvénients :

Sometimes it is very complicated to manage the mute and hold buttons, the times are not enough to manage the information requested by the customer.

Calltools is the best software to run a successful call center

Commentaires : My overall experience with CallTools has been nothing short of amazing! I have done many, many, many meetings with their support team and have learned more than I could've imagined learning about the software, and have been able to keep my team going successfully for well over a year now! We are always looking for additional ways to improve our reach and the CallTools team has always been so helpful with making sure we are up to date on all updates!

Avantages :

I think the #1 feature about calltools is the level of support you can get. I started out not knowing anything about calltools or how to use it. They have great tutorial videos as well as an excellent support team who keeps you up to date on all updates and optimizations on the site. They also listen to the feedback of their customers and implement updates that make managing the live filters and campaigns so simple. Especially thankful for all the guidance from [sensitive content hidden]!

Inconvénients :

I think some updated tutorial videos on how to maximize your production with live filters and caller id strategies would be helpful!

[sensitive content hidden] rocks!

Avantages :

The customer service! [sensitive content hidden] has been one of the best customer service representatives I have ever worked with in my life and I have been in sales for over 20 years. I have appreciated him and his wonderful customer service.

Inconvénients :

Not my agent [sensitive content hidden] he has been awesome but it takes a long time to get a tech person on the phone!

Web based VOIP -Easy Setup, Requirement, and Implementation

Avantages :

I would recommend calltools for small businesses with one or two callers. It is a web based tool and agents can log in with a username and password. It has the basic features for calling and standard fields to classify and manage your leads. It is cheap and ideal for part time calling. Easy setup,requirements and training , calling can start immediately . The day still ends productive, less errors compared to other web based call tool. Can see agents logged in and call status on a real time basis.

Inconvénients :

Since it is web based, the call quality depends on the internet connection. Reports are basic metrics. You can not customize the fields o be able o address certain goals or objectives of a campaign. Errors in availability mode and not receiving calls can be observed but can be addressed or solved by logging in and out. Lead status tracking and prioritization could be difficult and still need manual taking notes in excel for sales or potential leads information. Better if more than 1 agent logged in for smoother and faster call flow. If only one agent, click to call is preferable than automated. Next call wait time can take long if automated on one agent logged in thus time is not maximized and optimized.

[sensitive content hidden] from Integrations

Avantages :

The integration team, specifically [sensitive content hidden] has been very responsive through email and has even been on multiple zoom calls to make sure all our needs have been met. He is the main reason we are staying with Call Tools.

Inconvénients :

I can not thing of any cons currently with this software.