Empirical Analysis of Call Center Load & Service Level for Shift Planning

Yuval Cohen, Joao Reis, Marlene Amorim

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


This study characterizes call-center workload as a daily profile, and tests the effects of the “day-of-the-week” on the daily load profile. It then, tests the hypothesis that the service load of incoming calls is correlated with the number of abandoned calls. The analysis main conclusions are: (1) Regular workdays share similar hourly call profile, and same rush hours. (2) Weekend hourly profile is substantially different than the workdays’ profiles. (3) Regular workdays share similar profile of hourly abandoned calls. (4) There is a strong correlation between load profiles and profiles of abandoned calls. The discussion which follows summarizes the findings, reports on the same findings at another call center, and suggest a technique for curve fitting to the demand profile, and for computing the required workforce. The analysis process and the workforce planning could be applied on other call centers, and used as a basis for comparison.

Original languageEnglish
Title of host publicationExploring Service Science - 10th International Conference, IESS 2020, Proceedings
EditorsHenriqueta Nóvoa, Monica Dragoicea, Niklas Kühl
Number of pages13
ISBN (Print)9783030387235
StatePublished - 2020
Externally publishedYes
Event10th International Conference on Exploring Service Science, IESS 2020 - Porto, Portugal
Duration: 5 Feb 20207 Feb 2020

Publication series

NameLecture Notes in Business Information Processing
Volume377 LNBIP
ISSN (Print)1865-1348
ISSN (Electronic)1865-1356


Conference10th International Conference on Exploring Service Science, IESS 2020

Bibliographical note

Publisher Copyright:
© Springer Nature Switzerland AG 2020.


  • Abandoned calls
  • Call center
  • Demand forecast
  • Frontline employees
  • Incoming calls
  • Service level


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