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.

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.

Best Support Team I've Ever Encountered Call Tracking Metrics has the best support team I've ever encountered. They are all HUMAN and knowledgeable about the software. If there is something you need done, they work to understand what it is you're trying to accomplish and help you to do it--FAST. I always receive solutions to my questions within 5 minutes, or at least a response that they'll be with me soon. I wish all my support experiences could be like the way Call Tracking Metrics has theirs.

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.

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.