CallTrackingMetrics Reviews

Pros

I can access it from anywhere, my home computer, my smartphone and it records all my calls so when I'm driving I can gather customer info and call them back after putting their info in my CRM.

Cons

It's highly customizable so that means it can be quite complicated in it's settings. But that's just a natural cause of it being very customizable, you have to invest some time to understand it.

Pros

Before, I used a competitor's product, and while it was good, I didn't know how much I was missing out on.
CallTrackingMetrics gave me so much more control!
- how I price call tracking services for my clients (including charging by the minute if desired!)
- how I create phone number pools (no arbitrary, pre-selected minimum amount of numbers)
- what services each client needs
- easier and faster switching between client accounts

If you are an agency or manage multiple accounts, this software is the best that I've found. I was able to save my clients money and have far more control over price stability in the long run, while improving the number of features available!

Cons

CTM is complex and some of the UI is not as intuitive/quick to learn as I wish. It was easy to miss a step or two in client setup (even with the help of their great Support team), and sometimes finding the menu or options you need is not quick and easy.
This is partly due to the fact that the software does so much, but it would be nice if I could hide certain menus, or during setup, tell them to hide menus for me so that I don't have to constantly scroll through a lot of options I'll never use.

Pros

If it would work, it would be useful in measuring offline conversions.

Cons

Tried working with them for YEARS to get the data right because if it was correct, it would be so useful. Once I audited the data, the calls had nothing to do with the keyword data that was being reported. Until my arrival, the company was making decisions based on CTM's INCORRECT DATA! I implemented every change they recommended, including purchasing more numbers and inputting more sources but it was never resolved. When we decided to leave, they had auto-renewed our account and promised to refund, but did not. Additionally, many of the calls at the end were robocalls or hangups.

Alternatives Considered

CallRail

Reasons for Switching to CallTrackingMetrics

We had been with them for years and wanted to try and maintain the current integration.

Pros

The software is fast and easy to use. It allows us to easily connect a variety of our campaigns from PPC, to email blasts, and so much more. The support staff is always readily available and great to work with.

Cons

At times the software can be a bit difficult to navigate when it comes to user administration and access levels.

Alternatives Considered

CallRail

Pros

Integration with Salesforce and Google products.

Cons

Separate setup for numbers and sources...would be nice if it were one process

Pros

It helps us to know when someone is calling into one of our tracking lines. It integrates with Infusionsoft via zapier (one way connection so that infusionsoft doesn't cause issues for them) and then it also allows us to listen to those calls.

Cons

It does not record all calls. It does not do a great job of creating contacts into Infusionsoft as it makes duplicates because of how the system connects, NOT sure if this is their fault, Zapier's fault or Infusionsoft's fault.

Pros

CTM continues to upgrade the platform to accommodate GA4 and other platforms we need to integrate with. It doesn't take long to set up sub-accounts and buy numbers, which is a plus.

Cons

I don't have any cons really. There are some features I don't use, but I'm sure they are used by other companies but that is just me nitpicking.

Pros

The best feature is the Staff - Acct Managers, Tech Support and Pro Services are fantastic.

Cons

Not a complaint, but like any Mar-Tech it can be more complex than meets the eye. But that's why we've relied on Tech Support to help us out and they've always been there for all my end-client accounts.

Pros

Within our entire company, we utilize Call Tracking Metrics it is the quality tool. We can make calls, see the time of the calls, can listen and review every call.

Cons

Everything is fine, but when we send a text to a customer I would like to receive a notification if the customers respond

Pros

The call reporting detail. I use the reports for my monthly client reporting.

Cons

A bit tough to setup. It can be cumbersome to setup sometimes.

Pros

I like all of the robust features and tracking that CTM provides.

Cons

The software can be a little glitchy and difficult to setup at times. Once you get it dialed in it’s great.

Alternatives Considered

CallRail

Reasons for Choosing CallTrackingMetrics

The software was dated.

Pros

It was very easy to set up CTM on a website. There's nothing that's rocket science here. It's a call tracking tool. The email reports are very nice.

Cons

It doesn't have as many robust integrations as CallRail, and the interface is a bit clunky. There have been a lot of issues with Google Analytics and Google Ads after using CTM.

Alternatives Considered

CallRail

Pros

The platform is extremely user friendly, we were able to get call center agents trained remotely and they could even download an app to their smart phones for additional access. As a call center manager the reporting features were very insightful when tracking agent performance metrics.

Cons

Everything is wonderful :) no complaints!

Pros

This software gives us the ability to track our marketing and follow up with calls that we might have missed after hours. We like that we can regionally track where the calls are coming from so that we can optimize our budget.

Cons

It was a little tricky to set up cut once customer support walked us trough the problems we havent needed to tough things since

Pros

It helps us keep track of all of our sales people and what metrics they are hitting. It also allows us to be able to coach them and help them improve.

Cons

We like everything about call tracking metrics. It was easy to implement and use.

Pros

CTM is an easy, robust, straightforward software. I found the setup to be easy and quick, purchasing a number and being able to connect my Google account to start recording and watching inbound calls. The dashboard is easy to navigate.

Cons

No cons at this time. I find that what I use CTM for, I have no cons to report, and it provides me with the integration I need.

Pros

CTM's tracking numbers are invaluable for maintaining a high level of confidence in the phone leads our clients receive. Performing QA is much easier now, even for introductory level accounts.

Cons

A higher level of accuracy for number swapping would be nice :)

Pros

Call Tracking Metrics makes it really easy to get started with call tracking. The setup process is very straightforward and I can usually get my clients all setup in less than an hour (depends on how many lines they want to track). I think the call log is easy to scan and you can filter results by date, source, etc. which makes it easy to see which sources are providing the most value. You can tie the account into Google Analytics and push conversion data which makes reporting a lot easier than manually counting the calls.

Cons

Setting up lead tracking with Google Analytics could be a little simpler.

Pros

What I like best about this software is that all tracking numbers are recorded so you can listen and replay for educational/training purposes.

Cons

Some of the reporting is not too user-friendly. Difficult to filter information when looking for specific type of callers.

Pros

Call Tracking Metrics is elaborate and robust in the features it offers. The quality of customer support is second to none.

Cons

When changes are made, communication to users is lacking.

Pros

It is simple to use and the communication is clear and crisp

Cons

Too many feature I do not need/use, they may perhaps be useful to other users.

Pros

Provide instant recording video and track all calls

Cons

So far we only use the features we need, we haven’t got the time to explore more.

Pros

Making it easy for businesses to manage and track their marketing efforts and allowing businesses to track and analyze their phone leads effectively.

Cons

The pricing structure for call-tracking metrics can be relatively high compared to other call-tracking software.

Pros

It is very easy to use especially from my phone if I need to.

Cons

Improving the contacts so when I type an email it automatically pops up. Other than that I like it.

Pros

Easy to use. Its very interactive. nice layout as well

Cons

The errors and system issues, and also the fact that there is no 24 hour IT technician on duty