Excellent customer service Excellent customer service. Very user friendly features. Call quality hasn’t been as consist or clear as we had hoped. We are hoping for improvements ASAP. Otherwise, we have enjoyed the product and the company. edit: to the response left from CTM, we have spent much time with tech support, and we have not had a resolution. I implore management to do whatever necessary to improve call quality consistency. We've been told it has to do with the "carrier".

Strongly Recommend CallTrackingMetrics.com I have worked with CallTrackingMetrics.com going on 3 years now. Amazing platform that has helped scale my clients in some cases over 1000% growth. The platform gives you complete control over tracking your marketing efforts, and provides you will all the technology you need to run a call center, including a completely virtual one if you need. And, the CTM support team is very responsive and helpful. I highly recommend CalltrackingMetrics.com.

Lacking in many areas In our experience, CTM is lacking in many areas. For example: - Reporting: It is missing key KPIS such as - Abandon Call Percentage, Hold Times per call, Peak Call Hours, Avg Calls per minute (simultaneously), Current Wait time, How many calls in queue (LIVE). - Not a single feature request we submitted has been implemented. - Spotty calls via the web based softphone (which I suppose would be an issue with any web based system). - System Setup is not the most user-friendly. - Pricing is high for the quality of the system. - Customer service is always pleasant, however often times there is not always a resolution provided. Overall, I would not recommend Call tracking metrics.

Questionable Reporting and No Follow-Up I inherited this account from a prior agency. I'm not sure I trust the results. The reports keep showing phone numbers that aren't currently published anywhere. Also, I've test called a few numbers and got a busy signal. When I asked CTM about these issues they told me they didn't see any issues on their end. And, look at their response below... always a user error. The idea that someone would have the numbers saved is ridiculous. Perhaps if it were one or two calls, sure. But this is multiple calls and all "NEW" calls not repeat.

Customer support staff is very helpful … Customer support staff is very helpful and responsive. Follow through on trouble tickets is a big improvement from our previous provider. There have been a few glitches here and there, but very minor and everything has been resolved quickly.