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Why are we doing this training - Custom Training Design
www.customtrainingdesign.comCaalll tCCoonntrrooll:: CCaalll FFllooww CSR Call Center Training Page 3 Parrttiicciippaanntt eGGuuiidde Call Control Concepts Definition Call control is the ability of a CSR to manage the flow of a call so as to achieve a successful conclusion in the shortest period of time.