This book contains all the minute detail of a call center. This is a book mainly for the new comers, who are trying to make their careers in the industry. This will guide them through to excel in the industry, help them take good calls and get promoted within a very short time. This book is written in memory of Suvro Sayak Mukherjee, who was also a dedicated agent and served the industry for a long time but unfortunately passed away at a very early age of 25.