CallShaper Software

4.87 / 5 (15)

Our advisors have recommended this product 6 times in the last 30 days

About CallShaper

CallShaper is a cloud-based call center management solution suitable for small to midsize businesses. Key features include lead management, real-time reporting, agent monitoring and tablet support.

CallShaper enables users to create click-to-call forms for websites or accept real-time feeds from lead vendors. Leads posted in real time are immediately available for dialing and each real-time source can be tracked separately. Users can import leads from a database or from vendor files.

CallShaper offers real-time reporting that enables users to measure agent, campaign and lead performance. Users can run reports to view historical data or apply filters to analyze specific views of campaign data.

Other features include predictive dialing, answerin...


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Supported Operating System(s):

Web browser (OS agnostic)

15 Reviews of CallShaper

Average User Ratings

Overall

4.87 / 5 stars

Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(13)

13

4 stars

(2)

2

3 stars

(0)

0

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 15 results

March 2018

Jason from SouthWest Auto

Verified Reviewer

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2018

Easy to use

This program does what it is supposed to. If you need help their customer service team is awesome.

Pros

Very easy to setup and use. We used this product for a whole sale jewelry store and killed it. Loved the ease of use.

February 2017

Kamille from ByteSuccess

Company Size: 51-200 employees

Industry: Pharmaceuticals

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2017

Feature Packed Yet Simple To Use !

I use CallShaper every day to manage my agents, which are all in different locations (Home Based). It is so great to be able to monitor and whisper to my agents when helping the newer ones, even barging in to take over a call when they are struggling. I love the built in Scorecards so the agents can always see their quality scores. I can even run reporting on the Scorecards as well as any other KPI's that are important to the client which is a simple and non-cumbersome set-up. Support is fantastic and the built in Compliance features mean I do not have to worry about State holidays, Cell Phones or Abandon rates. What is really outstanding is the Scripting. It isn't HTML or other programming language. It is as simple as MS Word with rebuttal features. When I make changes, the agents see it on the next call. No need to have everyone log out and back in to see changes! The call quality is outstanding and there is no detectable time between the customer answering and the connection to an agent, so hang-ups are rare. Thanks CallShaper for making a product anyone can use!

Pros

Ease of use. Built in QA System. Top 10 Agent ranking for competition. Scripting tools. Real-time reporting. Recordings are kept for 5 years. Support is fantastic!

Cons

None that I can think of.

Response from CallShaper

Replied February 2017

Thank you Kamille for the kind words and praise. We are pleased you are making good use of the features that are standard in CallShaper's platform and are not add-ons where others may offer as a separate line item. Again, we appreciate the feedback as we always listen to the needs of our customers and continue to add abilities and features, operators would like to see.

January 2017

Shoaib from PremierBPO

Company Size: 201-500 employees

Industry: Computer & Network Security

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

January 2017

Feedback About Call Shaper Services

So far. So good. The Customer Support is very impressive and very satisfying in particular. Functionality is quite user Friendly. Recommended...

Pros

User Friendly and excellent Customer Support.

Cons

Dial Level options are limited...

Response from CallShaper

Replied January 2017

At CallShaper our top objectives are to provide superior support and maintain a user-friendly interface. We are pleased CallShaper is meeting and exceeding those expectations! Our predictive dialer algorithm is designed to do what it takes to keep your agents busy while still adhering to all applicable regulations. With CallShaper you are not limited to a tiny 4:1 dialing ratio, nor will you need to babysit the dialer. Our platform constantly watches changes happening to your campaign and reacts accordingly, enabling management to focus on the quality and production of their agents without the distraction of possible variables needing IT intervention. We are constantly improving the system based on feedback from our customers. We encourage you, as well as all our customers, to continue providing feedback so we can make improvements to a system that keeps setting itself apart from the competition.

July 2020

Nick from Sleep8

Company Size: 2-10 employees

Industry: Health, Wellness and Fitness

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

July 2020

Happy CallShaper Customer

I manage a small size customer service team of about 10 people, who use CallShaper. The scripting, IVR, and webhook features are all very robust and I have been completely satisfied. The reporting is great for recurring exports. You are able to fully customize exports with all existing data fields, plus custom data fields that you can add. The only improvement I would like to see is the ability to customize "ad-hoc" reports. If you have not set up a recurring export, you cannot quickly grab a customized report for already existing calls, you are limited to some pre-set reports. Their customer service is fast to respond and have never failed to help fix an issue including even working on software updates. I highly recommend.

Pros

Scripting, IVR, webhooks, exports, customer support

Cons

I cannot run a report that includes custom data fields for past calls that were not part of a recurring export. I would also like to be able to set whatever time frame I want for reports, often times it is capped at one month

Response from CallShaper

Replied July 2020

Nicholas, Thank you for taking the time to review CallShaper! We really appreciate your business and your feedback! We also love to hear that our support team is continuing to provide you with 1st class support! We will be sure to look into creating more capabilities around ad-hoc reports, and appreciate you bringing this up! Thanks again Nick!

November 2016

Enrique from Transparent BPO

Company Size: 501-1,000 employees

Industry: Outsourcing/Offshoring

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

November 2016

CallShaper Review

I have been using this platform for about 5 years now and it has made life much easier when looking at the live stats and looking at agent and program performance in one place. It is very user friendly and provides a support menu that allows you to read up on the different features while in the platform. Most features give you a quick view of what they do if you hover over the option. The admin feature is great you are able to do many things other platforms would need IT intervention like blocking a number, creating posting strings, state blocking and a host of other things.

Pros

I like the easy navigation and the support system that is on the platform as well as the capability to download almost all reports that are available and the admin tools.

Cons

It is still a fairly young system and while it is very sophisticated and provides many of the current needs in our field their may still be some features that might be needed for company specific programs.

Response from CallShaper

Replied November 2016

We at CallShaper thank you Enrique for your years as a valued customer. We are glad you appreciate the simplicity and ease of use that has been the driving factors behind the design of our cloud based platform. Our CEO is committed to always finding ways to improve on the system and we welcome input from our customers to aide in the constant evolution of a product we are proud of. You are also spot on regarding support. Denise is one of those rare individuals who is never satisfied until you are. Her efforts in creating the library has resulted in possibly the most user friendly resource I have seen in my 20+ years in the industry! Again, thank you and we are always here for you!