Customer satisfaction is the primary requirement in call centers. There is one way this can be achieved by properly managing the agents, improving their performance and delivering required results. However, call center management is not an easy task. The ability to motivate people to accomplish tough goals, strategic vision, hard work, and tough decisions is important. An effective leader in this industry must be familiar with every element of their organization. They must lead by example and adhere to strict budgetary constraints. Such responsibilities can be challenging. Moreover, dealing with the agents is not always a pleasant experience to the