The systemic definition of call centers reflects the myriad of challenges that the
call center leader must navigate. The challenges of call centers start with a workplace
where employees who are tethered to phones work shifts in a world that is always "on"
while resolving hundreds of customer problems. Employees have talk time guidelines;
they adhere to strict schedules; their calls are monitored; and they are discouraged from
having any break between calls. Wilson (2008) described the profession: "Working in
call centers can be particularly demanding because of the potential for rude and sometimes angry customers. Handling these calls without becoming emotionally involved
but remaining empathetic to maintain the loyalty of the customer is a challenging task"
(p. 2).