CallTrackingMetrics Software

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FrontRunners 2021

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About CallTrackingMetrics

CallTrackingMetrics is a cloud-based call tracking and contact center solution for businesses and agencies that helps with tracking campaigns, reaching new audiences through integrated text marketing and online forms and using intelligent analytics to monitor the quality of conversations. CallTrackingMetrics' key features include call tracking, call management, online forms, secure communications, reporting, conversation analytics, contact centers, agency tools, apps and messaging. The platform provides reports such as call center agent performance reports and agency performance reports. CallTrackingMetrics integrates with applications such as Acquisio, Google Analytics, Google Marketing Suite, Facebook, Stripe, Flowdock, Desk, WordPress and Salesforce. The pr...

CallTrackingMetrics Pricing

CallTrackingMetrics offers 3 plans to choose from, to fit any goal, starting at just $39. All plans are on a month-to-month basis, with no required annual contract (unless you want one!), and include unlimited users with just one subscription. You only pay for the data you use, there’s no unnecessary bundling of numbers and minutes. The first month’s subscription is always free, giving flexibility to ramp up without an upfront investment.

Starting price: 

$39.00 per month

Free trial: 

Available

Free version: 

Not Available

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CallTrackingMetrics User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4

Value for money

4.5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 67 reviews

Max

Company size: 11 - 50 employees

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

October 2021

Your Basic Call Tracking Software

Jennifer

Verified reviewer

Company size: 11-50 employees

Industry: Marketing and Advertising

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

September 2020

Exceptional Value and the Support is Top Notch!

We are a marketing company and use it when placing ads via print, online, craigslist and so much more. It has helped us save numerous accounts that say they are not getting response from their advertising with us. We are able to print out detailed reports and physically show them how many calls they are receiving.

Pros

We have been with CTM forever it seems like! I have used many different call tracking applications, but, they are hands down the best! If you need something specific from reports, to call handling, forwarding, whispers, they can do it all. The support team is the most helpful with a quick response. From small to big issues they can do it all! The value you get with this CTM far exceeds any other software.

Cons

Honestly, there really isn't anything that I don't like. I haven't found anything that they can't do. If they can't do it, they find a way to make it happen for you.

Reasons for switching to CallTrackingMetrics

Value and Support. I love that even after I have returned a number that I am still able to create a report and show the number of calls received when we did have the number.

Anonymous

Company size: 11-50 employees

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
4

Functionality

out of 5

March 2021

Easy Alternative to Call Rail

It has been good.

Pros

Easier to deploy than call rail. Give them a call or chat with them for a program to fit your budget or agency. Simple for a small business or a smaller agency.

Cons

Not as technical as CallRail. There are fewer selections on placement and connection.

Reasons for switching to CallTrackingMetrics

I actually use them both depending on the client. If a client requires HIPAA or something more technical I use Call Rail. However if it’s a small local business then Call Tracking Metrics is suitable.

Response from CallTrackingMetrics

Thank you so much for the review! It is always helpful to hear how we measure up to our competitors.

Replied April 2021

Meira

Company size: 11-50 employees

Industry: Luxury Goods & Jewelry

Time used: More than 2 years

Review Source

This review was submitted organically. No incentive was offered
1

Ease-of-use

out of 5
1

Value for money

out of 5
2

Customer support

out of 5
1

Functionality

out of 5

May 2022

Choose Another Call Tracking Company

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 choosing CallTrackingMetrics

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

Alexander

Company size: 51-200 employees

Industry: Marketing and Advertising

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
2

Ease-of-use

out of 5
1

Value for money

out of 5
2

Customer support

out of 5
4

Functionality

out of 5

April 2022

Not intuitive. Difficult to find information. Too expensive

It was OK in the beginning. But it's so difficult to find information and to get decent reports on usage. In order to figure out how much we were paying for the Fixed Fee, I had to go into account settings and see what package we were on - because their bills don't actually show this. Their bills are literally: here is the total amount you were charged for the month. Ok, but what is the breakdown? How many minutes were used? What taxes did you charge? You can't find that information easily. Almost like it's by design to hide this information. Going to be dumping this software in favor of a different, more professional solution. There are many professional solutions out there with lower fees and better customer support.

Pros

I like that it tracks calls from marketing channels quite well. It is relatively easy to set up the call tracking and to get phone numbers.

Cons

- It's difficult to get customer support. When I tried to get Canadian numbers, it was just messages "we can't get you that number at this time". No follow up. No path forward. - Their bills do not break down information. How many minutes did I use for all the client accounts? What was the fixed monthly charge? It's not broken out on the bills. It's very difficult to dig in and get account-level information. - It's really expensive for the price. If you're an agency, you have to pay $120 per month fixed fee, just for the privilege of being able to have child accounts. It's very silly compared to many alternative options out there.

Response from CallTrackingMetrics

Thank you for taking the time to share your feedback, Alexander. Generally speaking, assistance with technical issues through our Help Desk is available from Monday through Thursday from 7:30 a.m. to 7:30 p.m., Eastern Time and on Friday from 7:30 a.m. to 5:30 p.m. Eastern Time. Our team is available by phone call, chat, or email. With regards to the difficulties with acquiring numbers in Canada, our number providers do occasionally have shortages of numbers in certain regions. When this happens, we should communicate next steps so that you have all options made available to you. We would love the opportunity to research the difficulties you experienced with our services, as well as have an account manager touch base with you to address your concerns with our billing statements and reports. If you could call us at 888-770-3332 or email us directly at info@calltrackingmetrics.com, we can take action to ensure that your concerns are addressed.

Replied May 2022

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