CallHub

Phone

Updated November 11, 2017

4 updates


SCORE BREAKDOWN

User Interface

18/25

Cost

20/25

Differentiation

9/25

Effectiveness

19/25

Pros

  • Affordable and robust
  • Integrated with NationBuilder and other CRM’s

Cons

  • Additional $199/month for analytics
  • The differentiation isn’t entirely clear

Two years ago, CallHub was founded to integrate customer relationship management systems with phone banking and robo calls. Available in over 200 countries and having completed four national campaigns, they afford the opportunity to personalize every phone contact made from you and your campaign to supporters. Whether it’s to reach large numbers of voters in a short amount of time via mobile phones or land lines, or to create short personalized text messages to your contacts, CallHub has options.

Dashboard, Agents and Features

Within the dashboard, you’ll have access to tabs listed as agents, numbers, contacts, phonebooks, audio files, reports and do not call.  These options afford you deeper insight into your analytics, goals, voice broadcast reach, SMS reach, and call center reach. You’ll be able to compare agents, recruit, and view agent activity to discover your most effective agents and teams.

Your call center options include predictive dialing, auto dialing, and preview dialing. Predictive dialing only connects agents to phone calls that are answered, eliminating the time that the agent would normally spend listening for dial tones. Predictive dialing is ideal for larger campaigns doing GOTV and Voter ID efforts, attempting to reach as many people as possible.

The automated outbound dialer, branded as the Power Dialer in CallHub, allows the agent to control the speed at which outbound calls are made based on the time needed to complete their current call.

Lastly the Preview Dialer puts more control in the hands of the agent, allowing them to decide who and when to call.

You’ll be able to have your volunteers call from their browser, hardline VOIP systems, or their personal phones. By optimizing call time with CallHub, you can increase agent’s pick up rate by 11% or higher (if you haven’t already optimized elsewhere).

Campaign managers are able to tell who is online working the call list, and calls can be recorded at an extra cost, or you can listen in on mute to all calls being made. Patch through calling is available in case a contact wants to speak to the candidate (if available).

For agents to get started, they need just to log on, join the campaign, then access the survey and begin making calls. You can also set the frequency in which to redial a number (if a potential supporter didn’t pick up) ranging from seconds to hours.

Robo calls can be made using an audio file or a text to speech decision tree.

With text messaging, you must rent a number from CallHub. After which, you will be able to customize the input according to the fields in your CRM upload (for example “First_Name” if you wanted to personalize the text message to include the participant’s first name).  

Reporting and Analytics

CallHub’s insights and analytics plugin provides basic reporting, like detailed call and text reports, for free. By keeping of track of the times calls were made and the number of calls made per team and per agent, campaigns can examine agent activity and reach. Even further, in-depth analytics let you measure and gauge the success of calls made in dynamic visual form – allowing data to be approached in innovative ways. 

CRM Integration and Data Management

CallHub will assist with phone number deduping and fixing incorrect numbers. It also allows you to import a .csv file with as many custom fields as your campaign needs. With a number of API integrations, CallHub is continually expanding their reach; for example, you can connect with your contacts through voice and text via CallHub, and any activity executed in CallHub pushes back through to NationBuilder. Other API integrations include MailChimp, Google Groups and Google Contacts, Shopify, Zapier, Action Network, Blue State Digital, CiviCRM and Salesforce.

Pricing

The pricing structure is comparable to other calling systems, and all calls are billed in 30 second intervals. There is no up-front or per-agent cost for an account with CallHub. More details on pricing are available here.

Conclusion

CallHub is an adequate and affordable solution for cold calling voters and for running surveys. However, we think the problem being solved by CallHub needs to be a bit more clear. For example, NationBuilder already has a phone bank system built in (but probably not the ability to actually make calls, as CallHub does, or some of the more advanced features) which allows surveys and even the acceptance of pledges by volunteers (a feature lacking by CallHub). Salesforce also has options for phone banking right from the CRM.

And Voter Gravity, in it’s own right, has phone banking services directly connected to voter files (and walklists), including the ability for agents to make calls from within their browser. CallHub’s automated dialer has significantly sped up GOTV calling efforts, and does offer advantages over competitors for large campaigns. So our advice to any campaigns considering CallHub is just to make sure it is in fact solving a need — if so, it’s an effective and affordable option.

If you have any feedback on this review or you would like to suggest an app for us to review, please drop us a note – telegraph@joinlincoln.org


Screenshots

SCORE BREAKDOWN

User Interface

18/25

Cost

20/25

Differentiation

9/25

Effectiveness

19/25

Get CallHub