Call centre variables are the number of calls answered in a queue. Controlling calls is a significant skill that all agents must possess. When a repetitive call is seen with no end to its query, solving the situation smartly to move on to other calls is not every agents’ cup of tea. This has to be done with grace and is a challenging task. Controlling call is basically getting the call centre representative the adequate information on time so that she/he can handle customers requests swiftly to solve issues on time and move on to other queries to enhance customer satisfaction.