I love all of the special features … I love all of the special features (tags, notes, conversion button, etc). They really help us organize our outstanding call volume. I have, however, experienced some interesting circumstances such as dropped calls, not being able to hear a customer on a call, and not being able to call out altogether. But I believe these are just the results of our current system merging with the new system of CallTrackingMetrics. I'm sure once we get these worked out, I will be inspired to leave a 5 star review!

Call Tracking Metrics is a great system! We like Call Tracking Metrics' system for it's simplicity and reporting prowess. They have excellent support staff and have worked with us to meet a few custom needs. They listen to feedback. We are set up as an agency with multiple sub-accounts and our clients appreciate the service as well. Opening an account with Call Tracking Metrics was a game-changer for our SEO efforts.

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.

Not overly happy with the service Numbers are easy to get - except for true 800 numbers. We have had some serious challenges in numbers not working - working at one moment and then dropping off for no reason with no notice. Wasted advertising dollars with no sense of urgency to get them fixed or compensate us for the lost investment and revenue. System online is just ok, but should be able to do a lot more. Some things in the reporting tool make no sense, like reporting call volume by highest number instead of showing call volume by hour which is how you need to read this.

People answering the phone are not… People answering the phone are not great with customers. There are frequent long pauses or they put the customer on hold for no reason. There are also several phone calls where no one answers the phone. There shouldn't be a "poor connection" excuse.