Call center technology like IVR systems and innovation in the VoIP spaces have revolutionized the market that generated $50 billion in revenue in the United States alone throughout the 2017 fiscal year.
CallTools offers an all-in-one call center dialer that relieves the pressure on agents by helping them reach more people in a shorter amount of time, track their performance, and organize their workflow through a myriad of helpful features.
What Makes CallTools Unique?
CallTools has proven results of growing revenue by 30% in 30 days are a prime example of the value that this platform can bring.
A few unique aspects of the platform include its CRM integrations, cloud-based deployment, lack of long-distance fees, free manager seat, and selection spanning 30 channels. These integrations come paired with CallTools pricing for either plan.
CallTools Predictive Dialer vs. Preview Dialer
CallTools pricing offers two different dialers: Predictive and Preview. You can also take the tour on their website to learn more about both plans.
Large businesses will favor the CallTools Predictive Dialer because it offers an unlimited capacity that will scale with you as your business grows.
You can change the size of your plan at any time. This is far superior to some competitor solutions that make you wait a year before editing the agent count.
Salesforce, HubSpot, Podio, and Zoho are just a few of the over 20 integrations that are built into the subscription.
Call centers in the real estate industry favor the CallTools predictive dialer because it can integrate with Zillow, ensuring that they don’t have to constantly switch between tabs.
Large-scale call centers also tend to get a lot of spam calls. Fortunately, CallTools predictive dialer marks “bad numbers” during the call routing process and skips them before the inbound call ever reaches an agent.
Finally, even bootstrapped startups can utilize all the features of the predictive plan because it is fully cloud-based. This is a total game-changer that makes the acquisition of expensive hardware a thing of the past.
The preview dialer focuses on specific use cases such as law offices, real estate agents, dental clinics, political campaign management, accounting firms, and call centers are a few markets that the preview plan targets.
Even companies who already use a third-party CRM will be able to seamlessly integrate call center dialers with their existing business infrastructure. This is because it lets you export all customer call data to third-party CRMs in a single click for easy contact management.
You’ll immediately see that the preview plan heavily emphasizes UX in its design. The distraction-free dashboard doesn’t clutter your interface. Instead, it only displays the key features that you need to get the most out of the software.
Whether you integrate third-party CRMs or rely on the in-app CRM, managing customer relationships will be an absolute breeze as your notes, call logs, and other crucial data will all be aggregated onto a unified platform.
CallTools Dialer Features
Features can make or break the popularity of a particular platform. These five CallTools features stood out to us.
Interactive Voice Response
The IVR feature is only available to those who use the predictive dialer. This could be a con for some small businesses that favor the preview plan but require IVR functionality. Of course, the obvious workaround would be to find a separate IVR solution.
Still, using a standalone IVR platform increase the cost of CallTools pricing and make the learning curve steeper, and negatively impact agent performance. However, those on the predictive plan will find that the CallTools IVR works without a hitch and really reduces agent burnout.
The built-in CRM is available on both variants of CallTools. Most users report that it’s very user-friendly and also more than sufficient for their needs. That being said, you can’t expect the built-in CRM on a calling platform to be up to par with dedicated solutions.
CallTools developers give you the option to integrate with other CRMs if you don’t want to use their native CRM.
The CallTools webphone lets you take inbound calls through a computer’s internet connection, forward phone calls to other agents in real-time, or make outbound calls to customers. This can be a lifesaver when physical desk phones run into technical difficulties in the middle of a case.
While not as common, the webphone can also be used for internal communication between agents when they need to collaborate on a particular customer support ticket. This feature is available to all CallTools users regardless of which version of the software they’re on.
Statista predicts that nearly 350 billion emails will be sent and received per day by 2023. This shift towards email reliance has forced contact centers to adapt or be left behind. Those on the predictive plan of CallTools will be happy to know that their subscription comes with templates.
These email templates can make it a lot easier for your agents to reach out to customers or respond to inbound tickets. It may not seem like a big deal but even supposedly trivial acts like sending emails can make a huge difference when they’re done in an optimized fashion.
While instant messaging has taken the lead against SMS, there are still some situations where you might need to take the retro route. CallTools is perfect for those instances as both of its versions let you send SMS messages through the platform.
By supporting other communication formats such as SMS, the developers have taken ease-of-use to the next level for telemarketers, sales teams, social media marketers, and other departments that focus on lead generation.
CallTools also supports call recording. There are many ways to leverage this feature to your advantage. If one of your agents has a bad call then you can review the recording and thus provide more targeted feedback on what they could have done better.
Outbound call centers that focus on telemarketing can also save effective sales calls with some people on their contact lists. CallTools saves these recordings for 30 days but you can download them for later use as training material.
Live Agent Monitoring
Live agent monitoring is key since it helps you optimize the productivity and overall performance of your agents. Whether it’s call tracking to gauge the number of calls made, call monitoring to see the number of sales, or analytics that show you the success rate of each agent.
Seeing all this data on your dashboard can highlight areas that require improvement. Early detection is the key to nipping problems at the bud before they leave permanent damage to the reputation of your call center.
While strategies like ringless voicemail messages and power dialers have made it easier to share your offer with thousands of phone numbers, there’s always room for improvement. Predictive dialers are perfect for cold calling because they maximize efficiency.
It uses list management algorithms to find the most effective course of action When combined with other aspects of marketing automation, predictive dialing platforms can become a sales powerhouse.
How Much Does Dialer Software Cost?
Most CallTools pricing quotes come out at $99 per month. This is rather expensive in comparison to other call center software such as Aircall that will only run you $30 per month for each user. Zendesk comes in at a similar price point at $29 per month.
If you’re really trying to get the most bang for your buck while on a tight budget, CloudTalk only costs $15 per month. While cheaper than Five9 pricing which starts at $150 per month, it’s clear that affordability isn’t CallTools’ strong suit.
CallTools Customer Support
There is overwhelming approval for the company’s support team. Most reviewers say that they’re easy to reach and that issues are rare anyway. The consensus is that their technical support department rarely suffers from unexpected downtime or call quality issues.
The quickest way to talk to a support agent would be through the live chat on the CallTools website. You also have the option of calling them through their hotline at 1-800-679-1637. Alternatively, the contact form serves as another means of getting in touch.
It’s worth noting that the hotline doesn’t take calls on weekends. 5 AM to 5 PM service from Monday to Friday should be enough for most users though. The support team at CallTools operates on the PST time zone so be sure to time your inquiries accordingly.
You can also submit support tickets through the website if you’re not in a rush to get in touch with an agent at that very moment. This is perfect for non-urgent issues that can wait a while before getting resolved.
Does CallTools Pricing Get You an All-in-One Call Center Solution?
After looking at CallTools pricing from all the angles, does it live up to the all-in-one contact center solution label? We’d give that question a modest yes because it does cover its bases with support for SMS, email, and CRM functionality.
If you want to browse around before committing to CallTools then check out the official GetVoIP guide to the top call center software. It will give you an unbiased overview of the best providers, their features, customer reviews, and a yardstick to measure CallTools pricing against.