The book is devoted to the practical operation of the Call Center. How to calculate the number of personnel at the stage of implementing a call center and then during its further operation? How to determine the number of connecting lines? What is the best way to organize a queue and deal with overloads? When is it justified to use an IVR system for subscriber self-service and what are the stages of its implementation? What is the automation rate and how does it affect the number of employees? What does the integrated quality indicator of the Central Election Commission mean? What is the difference between a Call Center and a Contact Center? How to more effectively organize the work of staff and how best to build a program for their motivation? How to organize sales through the Call Center? The author gives answers to all these questions, and in an easy and understandable form. This is not a scientific work, but a reference book for call center specialists.