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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.