Huang, RongbingLiu, Yining2023-01-232023-01-232022-08-07http://hdl.handle.net/10315/40823This is a case study using statistical tools to examine the operational stats and investigate the deficiencies from the management perspective. A great amount of research on the service level of call centers uses mathematic modelling to generate an optimal staffing plan; whereas this research focuses on analytical framework and equips call center managers with tools to review their center’s performances and discover areas for improvement.enCall centreVariabilityDistributionExcelSPSSResearch Paper