Telephone Call Centers: Tutorial, Review, and Research Prospects

  • Gans N
  • Koole G
  • Mandelbaum A
  • 188


    Mendeley users who have this article in their library.
  • 667


    Citations of this article.


Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value – and at the same time fundamentally limited – in their ability to characterize system performance. We review the state of research on telephone call centers. We begin with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations. We then outline important problems that have not been addressed and identify promising directions for future research.

Get free article suggestions today

Mendeley saves you time finding and organizing research

Sign up here
Already have an account ?Sign in

Find this document

Get full text


  • Noah Gans

  • Ger Koole

  • Avishai Mandelbaum

Cite this document

Choose a citation style from the tabs below

Save time finding and organizing research with Mendeley

Sign up for free