There are two kinds. Activity tracking logs calls made and received by the team: the number, time, duration and, where permitted, a recording, attached to the right lead. Source tracking gives each ad, portal listing or hoarding its own virtual number, so an incoming call shows which campaign produced it.
Indian brokers mostly call from personal mobile numbers, so activity tracking is often done by an app on the agent’s Android phone that reads the call log for business contacts, or through a cloud telephony provider. Recording calls requires telling the other person; many teams add a line at the start of the call or in their privacy notice, and keep recordings only as long as needed.
Example
Spotting a gap (illustrative)
A Chennai manager sees that one agent has 60 leads assigned this week but only 12 logged calls, while another has 55 leads and 140 calls (illustrative). Before call tracking, both reported “all leads called”. The manager reassigns the untouched leads the same afternoon.
Figures are illustrative, not market rates.
Questions about Call tracking
Can calls on a personal SIM be tracked?
Yes, with an app on the agent’s Android phone that has permission to read the call log and match numbers to leads. The agent should be able to keep personal calls out, for example by tracking only numbers that belong to leads or contacts in the CRM.
Is it legal to record sales calls in India?
Recording by a party to the call is common practice, but you should inform the other person and cover recordings in your privacy notice, since recordings are personal data under the DPDP Act. Keep them only as long as needed. This is general information, not legal advice.
Reviewed