CallShaper Reviews & Pricing

by CallShaper | Founded 2009, Baltimore, MD

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Overview Pricing Benefits Reviews Features

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What is CallShaper?

Industry Specialties: Serves all industries

CallShaper is a cloud-based contact center solution focused mainly on outbound communication and sales-driven call centers. It offers individual applications with specialized interfaces for contact center agents, supervisors and managers. Each application comes with a comprehensive set of tools to streamline and simplify the different processes and workflows in a contact center.

Its robust features for telemarketing and sales teams include campaign management, auto-dialers, lead management and more. For inbound call centers, it provides dynamic call center scripting, IVR, quality assurance and real-time reporting to help call center teams support customers better.

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User Sentiment

Based on 34 reviews:

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CallShaper Pricing

Based on our most recent analysis, CallShaper pricing starts at $70 (Per Seat, Monthly).

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Starting From: $70
Pricing Model: Per Seat, Monthly
Free Trial: No

Training Resources

CallShaper is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for CallShaper:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

CallShaper Benefits and Insights

Why use CallShaper?

Key differentiators & advantages of CallShaper

Enhanced Efficiency: CallShaper streamlines call center operations by automating routine tasks, allowing agents to focus on more complex customer interactions, thereby increasing overall productivity.
Improved Customer Experience: With real-time data and analytics, CallShaper enables agents to provide personalized service, leading to higher customer satisfaction and loyalty.
Scalability: Easily adjust to fluctuating call volumes without compromising service quality, making it ideal for businesses experiencing seasonal demand changes.
Cost Reduction: By optimizing resource allocation and reducing the need for manual intervention, CallShaper helps lower operational costs while maintaining high service standards.
Data-Driven Decisions: Access to comprehensive analytics allows managers to make informed decisions based on performance metrics and customer feedback, enhancing strategic planning.
Compliance Assurance: Built-in compliance features ensure adherence to industry regulations, reducing the risk of costly fines and legal issues.
Agent Empowerment: Intuitive interfaces and training tools empower agents with the knowledge and skills needed to handle calls effectively, boosting morale and reducing turnover.
Seamless Integration: CallShaper integrates with existing CRM and other business systems, ensuring a smooth flow of information across platforms and enhancing operational coherence.
Flexibility and Customization: Tailor the software to meet specific business needs and workflows, ensuring that the solution aligns perfectly with organizational goals.
Real-Time Monitoring: Supervisors can monitor calls in real-time, providing immediate feedback and support to agents, which enhances service quality and agent performance.
Disaster Recovery: Robust backup and recovery options ensure business continuity in the event of technical failures or natural disasters, safeguarding critical operations.
Remote Work Enablement: Supports remote work setups, allowing call centers to operate efficiently with a distributed workforce, which is crucial in today's flexible work environment.
Enhanced Security: Advanced security protocols protect sensitive customer data, ensuring privacy and building trust with clients.
Performance Optimization: Continuous updates and improvements to the software ensure that call centers are always operating with the latest technology and best practices.
Reduced Onboarding Time: User-friendly design and comprehensive training resources minimize the time required to onboard new agents, accelerating their path to productivity.

Industry Expertise

CallShaper is a cloud-based call center management solution that is particularly well-suited for sales-focused call centers, especially those with a high volume of outbound calls. It excels at lead management, allowing for efficient organization and prioritization, and its predictive dialer optimizes call efficiency.

CallShaper Reviews

Average customer reviews & user sentiment summary for CallShaper:

34 reviews

98%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of CallShaper reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Intuitive Design: CallShaper is designed to be user-friendly, even for team members without a technical background, making training and daily usage straightforward.
Real-Time Script Updates: When changes are made to scripts, agents see the updates on their next call without needing to log out and back in, ensuring a seamless workflow and minimizing downtime.
Extensive Customization: The platform offers a high level of customization, allowing businesses to tailor features and workflows to their specific needs, such as creating custom call scripts or integrating with existing CRM systems.
Comprehensive Reporting: CallShaper provides detailed, real-time reporting on agent performance, campaign effectiveness, and other key metrics, giving businesses valuable insights to optimize their call center operations.

Cons

Limited Information on Scalability: While CallShaper is praised for its user-friendliness, there's limited information available on how well it scales for larger call centers with hundreds or thousands of agents.

Researcher's Summary:

Can CallShaper help your business shape up its call center operations? User reviews from the past year suggest that it might be a good fit, especially for those who prioritize ease of use and top-notch customer support. Users consistently highlight the intuitive interface, praising its user-friendliness and straightforward design. One user, for example, described the platform as "jam-packed" with features yet still easy to navigate. This emphasis on user experience appears to be a key differentiator for CallShaper, as users often compare it favorably to competitors with more cumbersome systems.

However, no software is without its drawbacks. Some users have pointed out that CallShaper's reporting features could be more robust, particularly when it comes to generating customized reports on demand. Additionally, the lack of a manual dialing option has been a source of frustration for some. Despite these limitations, CallShaper is generally well-regarded by its users.

Overall, CallShaper seems best suited for businesses that prioritize ease of use and excellent customer support, particularly those who rely heavily on outbound calling and don't require extensive manual dialing capabilities. Its intuitive interface and responsive support make it a solid choice for teams looking to streamline their call center operations without a steep learning curve.

Key Features

Auto-dialers: Automate outbound dialing to contact more leads and boost conversions. Three different types of auto-dialers are available:
- Predictive Dialer: With advanced statistical algorithms, the predictive dialer increases the number of live connections made, reducing wait times and minimizing unanswered or dropped calls.
- Preview Dialer: Review basic details and information about each lead before connecting to them.
- Manual Preview: This dialing mode adheres to TCPA compliance for wireless leads where express consent is absent.
Lead Management: Upload leads in bulk from internal databases or from vendors. Real-time lead posting and flexible lead prioritization help maximize the number of connections and lead conversions. Automatically check if the leads are landline or wireless and apply appropriate TCPA rules while dialing to ensure compliance
Call Center Scripting: Tailor campaign pitches to improve conversion rates. Dynamic and customizable scripting helps agents deliver consistent support and meet customer expectations.
Interactive Voice Response (IVR): IVR manages inbound calls by routing them to extensions based on the time of the day, agent availability or type of call
Real-time Reporting: View call data, lead information, performance summaries and other campaign-related data in real time on a single dashboard. Analyze team performance reports to monitor call center operations. Create customized reports to cover specific concerns.
Quality Assurance: Built-in quality assurance safeguards prevent problems arising from misreported or missing data. Generate a free quality assurance scorecard according to company policies or specific client needs.
Regulatory Compliance: Retain call recordings and other data for seven years to make auditing and research easier and ensure a high level of TCPA compliance

Suite Support

Email: [email protected].

Phone: +1-888-276-1370.

Training: The help center features comprehensive help articles, training videos, troubleshooting tips and training manuals for self-service training. There's also customizable 1-to-1 training available for new customers.

Tickets: Customers can submit tickets through the ticket system to contact the customer service team. Customers can also receive support through the phone and live chat options.