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, answering machine detection, call monitoring and custom scripting. A color-coded interface allows supervisors to monitor agent activity and identify potential issues. Internal chat can also be used to send announcements or directly message agents.
Tom from WASI
We have been a user of CallShaper for the last 2 years. They provided a great product when we signed up and have continuously worked on enhancing more features and benefits as our clients needs have changed. Solid Company!
Jordan from GoHealth360, LLC
Callshaper is simply put the best dialer for those looking for a simple and easy to use predictive dialer with just the right amount of features but not overly complicated to setup. It provides great functionality and it's dynamic scripting allows even the most basic user to configure it properly. A typical campaign could be up and running in a matter of a few hours
Easy to setup
Great agent scripting tool
More IVR functions
Kamille from ByteSuccess
Employees number: 51-200 employees
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!
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!
None that I can think of.
If you want a system that does not need IT for deployment, lead loading or scripting, this is for you.
Shoaib from PremierBPO
Employees number: 201-500 employees
So far. So good. The Customer Support is very impressive and very satisfying in particular. Functionality is quite user Friendly.
User Friendly and excellent Customer Support.
Dial Level options are limited...
Keep working and adding more functionality and value added features...
Stanley from SB Global BPO
* Customer support is very friendly, willing to help and know what they are doing. They helped me identify my issue and came up with a solution in a timely manner the few times I had to reach out to them. Which is excellent since time is literally Money.
* This software is so easy to use. I had both my Supervisor and QA in training using the software within their first few days in their new position. They were able to catch on quickly and even identify features I was not aware of. They both love this tool and rated it as 5 star I totally agreed with them.
* The Features & Functionality are awesome, it's like these guys know what clients are looking for and what contact centers need. My team and I were discussing some features we needed in a software like this one and as we went along using it we needed additional features based on the client reports and some of the features were there without us knowing (customer support took care of that and helped us out) but the other features we were able to get added so the reporting was exactly what the client wanted and we added some extra info in the report label we knew the client would have loved. My client was happy, therefore I was happy :-).
* With the piece of mind this tool gives to you, how it helps me impress my clients, allow both my agents and staff effectively and efficiently manage and help increasing profit, this software easily pays for itself based on the clients I worked with.
* Fantastic software!
- Easy to use.
- Has the features that matter most to me and my client.
- Great tool and is still improving.
- Price Per user is very High, which makes is harder for a start-up BPO/Center to use the tool.
- No Free trial (A free trial would allow one to see the awesomeness of the tool and don't want any other)
Keep working on making in better than Awesome :-)
Christie from Byte Success Marketing
Employees number: 51-200 employees
I love being able to set up my own scripting and export files without having to wait for a programmer to do it for me! It is also great being able to have the dialer cost be variable so that I am only charged for what I need each month. This makes it extremely cost effective for me. The productivity is excellent, and the reporting allows me to manage my business down to the rep or media source detail so I can optimize performance.
I love the fact that it is so easy to program, I don't need a programmer's help to set up a campaign. The reporting is great, and you can drill down to the rep or media level and listen to the calls. My efficiencies and performance has improved dramatically since I started using CallShaper.
None for me...
This dialer is better than any other dialer I have used. It is extremely cost effective. And you don't need programming staff to support it, so it saves you on IT costs as well.
Enrique from Transparent BPO
Employees number: 501-1,000 employees
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.
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.
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.
Ali from Glades Drugs
Employees number: 11-50 employees
CallShaper has been great! The support, access to stats and just the overall layout of everything. This is a great system and one of the best features is the customization script on the fly making it really easy to make changes to existing scripts and the logic is easy to understand.
Some of the stats are a bit tough to comprehend
Carl from American Benefit LLC.
Employees number: 11-50 employees
We have been using CallShaper for a few months now. CallShaper has been a very useful tool for our Sales Support Team and our Sales Team. I have found the user guides by Denise are easy to follow and use when it comes to set up and creating the scripts. If I have any questions the live support is always a phone call away and very quick to respond. The Support and Sales Teams have found CallShaper easy to use and feel it has worked very well for them.
Thank You CallShaper!
Ease of use.
Scott from ByteSuccess
When running a campaign, nothing is more important than uptime. We have never experienced any downtime to date. The interface is simple in design and easy to deploy for our virtual agents and supervisors have a variety of tools to improve agent skills. Leads are easy to load and the owners seem to always be adding improvements to what has proven to be a great system already.
Ease of use, ease of deployment, supervisor tools, scorecards, monitoring, ease of recording location. Lead and Agent skill sets
Would love to see more inbound reporting
Great choice for small and medium start-ups and centers looking for solutions for seasonal influxes of work.