I have always been a fan of call tracking and monitoring. In Phoenix, after getting a new CRM, at the two stores, I got a call monitoring system. As soon as the system became live, I was shocked at how inept the majority of the salespeople were. I found myself cursing at the monitor ..you f$#king idiot! Not only did salespeople fail to get the customer's name and number, many didn't even give them their own. I discussed this on a thread some time ago. Because, we actually used the system extensively, the costs for additional minutes made the system rather expensive. A friend has developed a new system. It is a flat charge and has a really nice reporting system. I am considering representing this company.