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Call Experts Review

By
Adam C. Uzialko
,
business.com writer
| Updated
May 23, 2019
Home
> Marketing
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Call Experts is a call center service that offers both inbound and outbound services. The company maintains a dozen monthly subscription plans that range from 50 minutes to 5,000 minutes, all of which are priced at competitive per-minute usage rates. For companies needing in excess of 5,000 minutes or specialized service, Call Experts will work with you to develop a customized service plan. However, Call Experts charges fees, including fees for holidays as well as fees for various services, add-ons and other incidentals. We suggest that you request a breakdown of what the company charges extra for in writing before signing on.

Call Experts

Call Experts

The Best Call Center Services of 2019

The Verdict

Call Experts offers several plans that suit the needs of small and mid-sized businesses, all of which offer competitive per-minute usage rates. However, Call Experts charges additional fees for several items that other services do not charge for.

For all of our call center service recommendations, visit our best picks page.

Call Center Features

Call Experts offers a strong slate of features, which are available to all clients, regardless of the plan they subscribe to. Each feature draws from the bank of minutes purchased by the client in their subscription package, so the more features a company requires, the more minutes they are likely to use. Moreover, certain features, like appointment setting, could incur an additional fee. Before signing up for a feature, request a complete breakdown of the pricing and added fees in writing so you can budget accordingly. Here's more about Call Experts' key features and services.

  • Live answering: Agents will answer the phone on your behalf using a customized script that you create with the help of an account manager through the Call Experts client portal.
  • Message taking: Call Experts agents will take down basic messages, including caller name, contact information and the reason for calling. Messages are then forwarded to you via email or text message.
  • Customer service: Call Experts offers full customer service outsourcing around the clock, during business hours, after hours or just for overflow calls. An outsourced customer service department works as an extension of your business, handling customer inquiries, complaints and requests for help.
  • Help desk: Help desk services are available through Call Experts 24 hours a day. Agents provide technical support to callers in need of assistance setting up or troubleshooting products or software obtained through or related to your business.
  • Order processing: Call Experts agents integrate with your e-commerce store and walk customers through the purchasing process, answering questions along the way. Agents also capture payment information and process orders so you don't have to. Call Experts will also engage in upselling and cross-selling when the opportunity presents itself. It is a PCI-compliant service.
  • Paging and dispatch: The company offers private messaging for paging and dispatching purposes. (Call Experts is HIPAA compliant.)
  • Event registration: It offers outbound event registration services, which make signing up for seminars, trade shows or other events easy.
  • Hotlines: Call Experts can set up useful hotlines that manage employee call out requests, whether it's for sick time, PTO or regular time and attendance tracking. The company will generate automated reports based on the activity on these hotlines as well.
  • Call forwarding: Any time an agent cannot assist a caller, Call Experts patches calls over to contacts you designate, allowing them to handle the call instead.

Pricing

Call Experts boasts a dozen preset monthly subscription plans. Call Experts can also develop custom plans upon request for companies that require more minutes or that want to include specialized services.

  • Plan A: $49 per month for 50 minutes, plus 90 cents per additional minute.
  • Plan B: $89 per month for 100 minutes, plus 89 cents per additional minute.
  • Plan C: $125 per month for 150 minutes, plus 88 cents per additional minute.
  • Plan D: $170 per month for 200 minutes, plus 87 cents per additional minute.
  • Plan E: $250 per month for 300 minutes, plus 86 cents per additional minute.
  • Plan F: $335 per month for 400 minutes, plus 85 cents per additional minute.
  • Plan G: $415 per month for 500 minutes, plus 85 cents per additional minute.
  • Plan H: $490 per month for 600 minutes, plus 84 cents per additional minute.
  • Plan I: $640 per month for 800 minutes, plus 82 cents per additional minute.
  • Plan J: $800 per month for 1,000 minutes, plus 82 cents per additional minute.
  • Plan K: $1,975 per month for 2,500 minutes, plus 81 cents per additional minute.
  • Plan L: $3,950 per month for 5,000 minutes, plus 81 cents per additional minute.

There are some fees to be aware of with Call Experts. Call patching costs an additional 15 cents per minute. Custom reporting, a calendar for scheduling and agent call recordings all cost an additional $15 per month each. A toll-free number is not included in its plans, but, instead, costs $20 per month plus 5 cents per minute. Bilingual agents are also not included in any of Call Experts' plan and are priced at 90 cents to $1.25 per minute. Call Experts also charges holiday fees.

The company also charges a $50 setup fee, which includes the first two hours. After that, clients are billed $55 per hour for setup. The typical setup time is roughly two to three hours, according to the proposal we were sent. Call Experts charges a fee of $110 for programming should any integration with client software be required, as well as an additional $150 for appointment setting. The company charges an agent training fee of $35 per hour. 

Limitations

Call Experts offers low per-minute usage rates, however, the company charges fees for add-ons and other items that are included at no charge by other call center services. For example, call patching costs an additional 10 cents per minute, custom reports cost $15 per month, and recordings of agent phone calls cost $15 per month. Call Experts also has a monthly minimum charge of $25, which isn't cost-prohibitive, however, most of the call center and answering services we evaluated did not charge monthly minimums.

The call center service also charges holiday fees, which many of the companies in our review did not. Holiday fees apply for New Year's Day, Memorial Day, July Fourth, Labor Day, Thanksgiving and Christmas Day. The company also demands a programming fee of $110. We recommend consulting a Call Experts representative about additional fees and add-ons, as well as requesting a complete breakdown of services and pricing in writing so you can better understand exactly what you would be charged for. Otherwise, the competitive advantage of low per-minute usage rates quickly evaporates.

Customer Service

Our customer service experience with Call Experts was largely positive. We spoke with a representative about the services the company offers and its onboarding process. During the call, the representative seemed reasonably attentive and knowledgeable, but there were a few questions they were unable to answer.

We requested a written proposal or price sheet during the call and, sure enough, shortly after we hung up one was delivered to our inbox. Overall, our customer service experience with Call Experts was satisfactory; most of our questions were answered to our satisfaction, and we felt taken care of, though the representative did not go above and beyond enough to make the experience exceptional.

Editor's Note: Is your business looking for a call center service? Fill out the below questionnaire to have our vendor partners contact you about your needs.

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Call Experts

Call Experts

The Best Call Center Services of 2019

The Verdict

Call Experts offers several plans that suit the needs of small and mid-sized businesses, all of which offer competitive per-minute usage rates. However, Call Experts charges additional fees for several items that other services do not charge for.

Adam C. Uzialko
Adam C. Uzialko
Adam C. Uzialko, a New Jersey native, graduated from Rutgers University in 2014 with a degree in political science and journalism and media studies. He reviews healthcare information technology, call centers, document management software and employee monitoring software. In addition to his full-time position at Business News Daily and Business.com, Adam freelances for several outlets. An indispensable ally of the feline race, Adam is owned by four lovely cats.