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Making a to-do list is a common procedure that is followed by individuals who have very busy schedule. It is a very old concept and allows any person to perform his tasks efficiently within a set deadline. Just like it is useful in performing day-to-day tasks, this method can also be fruitful in enhancing the quality of call center operations.

More often than not, a customer service agent is happy if he is able to solve a customer's query on the first call. Regardless of how the call went or how the rapport was, most agents feel proud if they are somehow able to finish the call with a roundabout resolution to the customer issue.