Each month, we will be sharing a testimonial from one of CallShaper’s customers in an effort to share feedback and information on what our customers love about the platform. This month, we spoke with Alberto Riccelli, Chief Operations Officer at Telepoint Communications, Inc.
What does Telepoint Communications do? Telepoint is a call center that focuses primarily on Market Research, Settlement Administration and Customer Service
How long have you been using CallShaper? We have been using CallShaper for about 1 year.
How do you use CallShaper? We use CallShaper for all of our inbound and outbound calls. For inbound calling, we use CallShaper’s robust IVR that allows us to easily adjust routing and messaging. For outbound calling, we primarily use the “Predictive” setting.
What is your favorite part about the CallShaper platform? My favorite aspect of CallShaper is the customer service and support. They are always there when I call. They are incredibly patient, knowledgeable and helpful. Truly the best customer service I have experienced with any vendor I have used. One of the other things I love most about it is the quality of the calls delivered to the agents. We have been in business for over 20 years and all of our previous dialers’ answering machine and disconnect detection were significantly inferior to CallShaper’s. CallShaper’s outbound dialer is far superior and detects almost all “unworkable” calls and passes live calls to the agents. This advantage has really improved our business and impressed our clients!
Were you using a different dialer software before CallShaper? If so, what made you want to shop for a new one and why did you choose CallShaper? Yes, we used a few different dialers over the years but none were really a good fit. Due to COVID-19, we had to transition our business to 100% work from home. We explored a few different dialer softwares but after talking with the CallShaper team and seeing the demo we decided that CallShaper would be the best fit for us. It’s affordable and flexible enough to meet all of our needs.
Would you recommend CallShaper? Definitely! I am really happy with our decision to use Callshaper.
Anything else you would like to share about your experience with CallShaper? I think it’s a great software that is flexible enough to meet the needs of a smaller call center that works on varying types of projects and robust enough to handle the high volume of a larger call center. That’s extremely rare!