Chitra G. Lele’s book, The Call Center Essentials: The Practical Guide to Real-Time Results, is essential and easy reading for those who seek employment in a call center either as a call center representative (CSR), as a supervisor or as a manager. For those at the entry level, this book introduces you to the jargon of the industry and to a philosophy which, if adopted, should position you well for employment in the industry. It certainly provides all of the information that will enable you to differentiate yourself from the many thousands of willing but less informed applicants. It also provides benchmarks against which you can compare potential employers (assuming you have a choice about where you obtain employment). Once employed the time you will need to feel competent and able to make a strong contribution to your new business should be shortened if you have worked your way through the book with care. You will know about what good service looks and sounds like so your service levels should be high, and this should be recognized early with appropriate rewards by your employers. Another advantage of this book is that it even provides guidance on how to ensure your well-being while at work—an often overlooked issue in call centers. For supervisors, the terrain is well covered and there is much guidance here for your role as well. For human resource development officers, you might find that this book is a worthwhile investment for all new staff. For managers, if you have come to the call center industry from another area of business, you will also find the book invaluable. Checklists are even provided for those thinking of setting up a call center with practical advice that many may have overlooked in their planning.