Call Control? What does it really mean?

  ¬†You want to be a star performer and control the call, but what does call control mean? ¬† In days gone by, when I was an active member of the call center population, ¬†I remember being told ‚Äúcontrol the call.‚Ä̬†¬† I also asked myself, "What does call control mean?" and "how do I do that!"¬†