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CallTrackingMetrics’ FAQs

Answers to common questions about CallTrackingMetrics to help make your choice to sign up an easy one.

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Pricing & Cost FAQs

How much does CallTrackingMetrics cost?

We offer three tiers of subscription pricing, with annual pricing starting at $65, $149, and $274 per month. The subscription fee is the base rate to gain access to the software and the features available on each plan. The total cost to customers includes “usage” based on minutes of conversations and numbers purchased. For Enterprise customers, we offer an additional plan starting at $1,999/month.

Are phone numbers and minutes included with the plans?

Unlike some other call tracking solutions, our plans do not come with any included numbers or minutes. CallTrackingMetrics gives you the freedom to purchase only the numbers you need and are billed only for the minutes you’ve used. This approach puts you in control of your budget and allows a more efficient solution that saves our customers money every day.

How much does call recording cost?

Call recording is included for free on all plans and is one of the core functions of our software. For advanced call recording features such as encryption, there is an additional charge starting at $0.004 per minute.

Do you offer any discounts or promotions?

Both new and existing customers can save money with CTM in a variety of ways. We always waive the first month’s subscription fee so you can get up and running without upfront costs. We also help you save with discount packs for annual usage and discounts for prepaid accounts. Check out our current promotions or talk to your account executive for even more ways to save.

Billing FAQs

How will I be billed?

A credit card is used to fund available balances for ongoing usage fees, number purchases, and premium add-on features. You decide on a balance and when the balance falls below the amount you set, we charge your credit card to refill your available balance and ensure no service disruptions. For example, if you set your minimum balance to $10 when your account gets to this amount it will automatically recharge to your initial balance of $50.

Are credit cards the only accepted payment method?

Most of our customers prefer to fund their accounts with a credit card. However, we also offer invoicing and bank transfers for accounts meeting specified criteria. Sales and finance team members can provide additional information on account eligibility and terms.

How does billing work for marketing agencies and their clients?

Agency accounts are charged following the same method described in the ‘How will I be billed?’ section above. However, for agencies’ clients (sub-accounts) we provide options to bill each sub-account directly or through the agency account. We also offer customizable options for price markups and payment management through our Stripe integration.

Are we under any type of contract?

We offer our customers flexibility with month-to-month engagements and no contracts. However, we also offer annual commitments at a discounted rate for those customers interested in a longer-term contract.

Account Management FAQs

Is it possible to get a demo or preview of the software before signing up?

Yes! We offer live demos with our sales team. Just book a demo and our team will walk you through the most relevant features tailored specifically to your needs and questions.

How do I sign up?

You can easily sign up online for a CallTrackingMetrics plan. First, select a plan, then complete a simple checkout process. You’ll need to provide and verify your email address, provide a credit card number for an initial payment, and give some basic account information.

Can I change plans?

Absolutely! We want to be sure each of our customers has the plan that best meets their unique needs. You can change plans at any time–right within the software. Upgrade to enjoy the benefits of plan-specific features or integrations. In between campaigns? Downgrade and save on subscription fees while waiting to ramp back up.

What if I want to end my service?

Our team works diligently to deliver the best experience and solution to our customers so you never want to cancel. However, you are able to cancel at any time directly within the software. Need to keep your numbers? There’s no additional fee to port numbers away to a new provider.

Integrations and Development Support FAQs

Does CTM integrate with Salesforce?

Yes! Our integration with Salesforce is one of our most popular integrations. This seamless integration not only syncs valuable data between platforms but also allows sales teams to use our softphone embedded directly in Salesforce’s UI. This lets teams eliminate wasted time switching tools between calls.

Will CTM integrate with my current tools and tech stack?

Yes, most likely! We have 40+ integrations, an open API, and developer-led office hours weekly. This allows us to plug into most martech stacks so you can keep using your favorite tools. Our most popular integrations include Salesforce, HubSpot, Google Analytics, Google Ads, Drift, and Zoom.

Do you have an API?

Yes, we do have an API with documentation and live support for development teams looking to create customized solutions. Through our webhooks, lambda functions, and more, we give teams resources to build on our already robust platform.

Tracking Number FAQs

What is a tracking number?

A tracking number is a phone number used by businesses to track and attribute leads, conversions, and other crucial data to help build and optimize marketing campaigns. A tracking number can be used in traditional advertising or in conjunction with dynamic number insertion (DNI) for actionable data.

How many tracking numbers will I need?

We suggest that our customers have at least one tracking number per static source you want to track. For example, a number for each radio campaign, your Google My Business listing, and a newspaper ad. For tracking numbers used with DNI, we recommend one phone number per 20 visitors a day. For example, if your Google Ads campaign drives 1,000 visitors to your site per day, you’ll want 50 tracking numbers for that source.

How much do tracking numbers cost?

The cost depends on the country where it will be used. In the United States, prices start at $2.00/month for local numbers and $3/month for toll-free numbers. You can find a full list of prices on our plans and pricing page.

Can I keep the numbers I already have?

You can absolutely keep them and start using them with our features like call recording, conversation analytics, keyword spotting, and more to get the data you need. When you bring an existing number over it’s called porting. It takes about two to four weeks to complete for U.S. numbers with no service disruption during the transfer.

Can I buy a vanity number?

Yes, you can! CTM has a numbers management team to help acquire vanity numbers. Prices vary based on the specific number. We suggest discussing it with our sales team prior to signing up to facilitate the process. You can also request vanity numbers directly from the app after logging in.

Key Features and Functionality FAQs

Does CTM offer a smart dialer?

Our Sales Engage plan includes a smart dialer that provides automated outbound dialing technology to maximize productivity & conversions. Smart dialer functionality is included in the subscription cost of the Sales Engage plan.

How does call recording work?

Call recordings, included with your plan, allow you to listen to previously held calls for buyer and campaign insights as well as training opportunities. By default, all inbound calls are recorded. Admins can control which tracking numbers have recordings enabled, and can also enable recording for outbound calls. You can access all recordings in CTM, or download and share with encrypted links.

How does call forwarding work?

You can forward calls to cell phones, desk phones, or customized CTM queues with our tracking numbers. Your customers will view a number on an ad or website and when they call it they will be routed to the most relevant person or team based on the settings you select.

Support FAQs

What support is offered for new customers?

All of our plans include onboarding time with our product experts to get your account up and running based on your unique needs from the platform. Our Marketing Lite plan receives one hour while Marketing Pro and Sales Engage plans receive up to two hours. Additionally, all new customers will gain immediate access to all the support options offered to existing customers.

What support is offered for current customers?

While you have an active account with CTM, you’ll have direct access to your account executive or customer success manager. All customers have free access to our ticket portal and knowledge base, a robust library of materials like help and support articles, webinars, live training opportunities, and product demos to help set you up for success. Marketing Pro and Sales Engage plan customers also have access to live phone and chat support.

Is there an option to accelerate onboarding and account set-up?

Yes! Our Professional Services team are experts in the industry and know CTM inside and out. They are ready to help you with integrations, trickier queues, training, and more for the life of your account. Our Premier Help Desk offers support to solve complex problems, fast.

Compliance and Regulatory FAQs

How does CTM protect customer data?

CTM is built to provide a worry-free experience for our customers who trust us to keep their data secure. We operate in a culture that values security, earning SOC 2 compliance, and providing a foundation of best-in-class physical and network security.

Is CTM HIPAA compliant?

Yes, CTM provides healthcare and other covered entities the features and tools needed to maintain HIPAA compliant communications and data storage. Our HIPAA compliant features are included in the Marketing Pro plan and above and we have additional resources available to ensure HIPAA compliance.

How does CTM help ensure deliverability of calls and texts?

We are committed to combating SPAM and leading the way in staying ahead of ever-changing regulations. We have built our Trust Center to be a one-stop hub to register your business, numbers, and campaigns to maintain full deliverability of your communications.

System Requirements and Miscellaneous FAQs

What’s required to use CTM?

You can start using our platform as soon as you sign up and configure one tracking number. You’ll also want a strong, stable internet connection and a modern browser like Google Chrome for the best performance. To use our softphone, you need a headset and microphone.

Will CTM work with my existing phones?

You can use cell phones, desk phones, or our cloud-based softphone with CTM. You won’t need to spend money on new phones or other expensive equipment.

Do you provide service in my country?

We provide service and tracking numbers in more than 80 countries. Prices vary from country to country for numbers and usage.

Can CTM record calls from my main business line?

We only record calls that come in through a tracking number. If someone calls directly into your main business phone number, the call won’t be recorded.

Still not sure which plan is right for you?

Get even more questions answered during a guided, personalized product tour.