One of the main problems facing DialAmerica is lack of accurate ‘Call Tracking’. Data showed that calls were tracked correctly 90% of the time. Lack of information and inadequate training of the representatives seemed to be the problem. We developed a packet of information to give the current employees and to be used in training new employees to help overcome these problems. We first tested the information packet and flowchart in a training session for new employees and then distributed the packet to all of the representatives. New data showed that, as a whole, the workers had improved their call-tracking percentage to 96.68% and the ‘new-starts’ had tracked at 98.57%.