CallFinder Reviews

I love how user friendly it is. I also love that you can get real-time data and share it with the team

There isn't anything I dislike, there are so many options to make it likeable

The main thing it is helping us catch on our end is the dead space on our calls. It has been beneficial in letting the team member actually hear their dead space and be able to correct it.

CF has been an incredible source of value in our performance. We are only able to complete a couple live quality evaluations per agent per month, so to be able to have the data of all their calls is already a game changer. But on top of that the ability to customize and rearrange and request what we need done and the CF team just jumps on it and executes flawlessly. They help with finding strategies and ways of asking questions to get to the end goal for us. Amazing team to work with and incredible tool to have in our performance toolkit. In addition, the abillity to sync with Power BI and automated reporting is incredible.

The exports of reports being in PDF are challenging. Updates have been made and now some are available in CSV - but if we could to a more "exportable" and be able to manipulate the data and bump it up against our other metrics easier, would be huge benefit.

We have a lot of client requests that are specific and demanding - CF gives us the ability to search specifically by these demands and zero in on outliers that are and aren't following procedures/scripts, etc.

Transcriptions of calls is incredibly helpful in any situation, but it is especially so in much longer calls where skimming is made possible.

Some very mild UX choices with the filters I would change.

CallFinder simplifies the process of reviewing calls and offers huge amounts of data/insights to help make the process less manual.

We can see our team members score for each of the most important security questions we need to ask during a call.

I think the website needs an update to be able to find things more quickly, such as recorded and scored calls. Finding the positive and negative phrases aren't available anymore.

It shows an overall score for the calls and saves us from having to score each call individually.

Callfinder is very helpful and allows me to access calls at any time. I am able to listen to specific calls for training purposes, as well as Quality Assurance.

I dislike that I am only able to accesss a limitted amount of calls each month. My organzation gives me access to calls over 15 minutes. Sometimes the calls with issues are the quick calls.

The main thing that Callfinder helps with is that we are able show examples of either areas for improvements we can make during calls, or how we handled a certain situation favorably.

Love the dashbaords and ways we can tailor it by agent. Use in realtime daily, weekly, and monthly. Training and support is very thoughtful of our business needs and suggestions. Integration in day to day caochings is seamless.

Still new to us so nothing I can pinpoint at this time.

Tone and

Friendly, easy to work with, responsive!

Some scoring items still under developed

CallFinder can review a much higher volume of calls than the manual evaluations and provide real-time assistance. This is helpful for the business by early detection of defects.

The dedicated support from a Single Point of Contact is an awesome approach to working with CallFinder. Andrew Charlestream is our assigned Client Services Analyst and he provides all the support we need. He assists with configuration of scorecards, training as needed, and insight creation. Implementation was quick and our team members easily launched their scorecards. The leadership at CallFinder is also great. Chip checks in and makes sure we are happy with the product. CallFinder is easy to use and the integration was quick and simple.

The only area I see a need for enhancing is documentation for training purposes. Andrew, our Client Services Analyst has created some awesome how to videos in the meantime.

Being able to have all calls scored using the configuration our business units helped create has been an awesome method for us in streamlining our quality and insights. Time efficiency is always important.

Using CallFinder has assisted our teams with their coaching and meeting of the minds with their teammembers.

CallFinder makes it easy to identify and pinpoint specific language in calls.

CallFinder has a learning curve. There are many aspects to this software. It truly has some beautiful diverse features.

CallFinder is helping my workflow in maintaining the quality of my agents' work.

My assigned Client Service Analyst (Sam Petersen) has been extremely helpful and friendly from day one. To me, it is like having a personal friend, that helps me with understanding their products and identifying my business needs. The product is amazing as well, and I found myself using it for a number of practical purposes in my daily work life. It's clean, and easy to use! Nice to look at. I picked it up with very little training.

I have been using CallFinder for about 4 months now and have yet to encounteranything that I dislike. Even in the rare instances where there is an issue with a report or something my Service Analyst quickly responds to any emails and has anything corrected. Very great customer service.

They are solving the issue of having to listen to calls in their entirety or searching for words or prases that I need to zero-in on. It gives me a lot more time to focus on other projects that my company is currently going through.