CallFinder
By CallFinder
Exceptional Managed Support: Users consistently highlight the dedicated Client Service Analyst assigned to their account, viewing them as a "single point of contact." This analyst assists with configuration, strategy, and execution, reducing the need for the customer to hire outside consulting or additional staff.
High Transcription Accuracy: The speech-to-text transcription feature is highly valued for its accuracy. This allows managers to quickly skim long calls for specific information, making the review process much faster than listening to audio.
Automated Quality Assurance (AQM): The ability to automatically score 100% of calls using customized scorecards is considered a "game-changer," saving significant time (some users report reducing QA time by 50%).
Actionable Insights & ROI: Reviewers cite tangible business results, such as improved agent empathy scores, reduced average call handle times (AHT), decreased agent attrition, and measured increases in sales/collections.
Customization and Flexibility: Users appreciate the ability to customize and rearrange scorecards and reports, allowing the system to be perfectly tailored to their unique business metrics and compliance needs.
Easy Integration and Use: Implementation is often described as quick and simple, with the platform being clean, easy to use, and the dashboards providing immediate, actionable data.
Minor Filtering Issues (UX): Some users have noted mild filtering issues within the user experience (UX), suggesting minor design choices with the filter system could be improved for a smoother experience.
Limited Report Exportability: The most common functional complaint is that the exports of reports being primarily in PDF format can be challenging. Users desire more options for exporting in manipulatable formats (like CSV) to more easily cross-reference call data with other internal business metrics.
