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A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call center is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call center, collective handling of letters, faxes, and e-mails at one location is known as a contact centre. A call center is often operated through an extensive open workspace, with work stations that include a computer, a telephone set or headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, which are often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called ?computer telephony integration`. Most major businesses use call centers to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centers. Examples of this include help desks and sales support. A call center can be viewed from an operational point of view, as a queuing network. The simplest call center, consisting of a single type of customers and statistically-identical servers, can be viewed as a single-queue. ?Queuing theory` is a branch of mathematics in which models of such queuing systems have been developed. These models, in turn, are used to support work force planning and management. Queuing models also provide qualitative insight. An example of this includes identifying the circumstances under which economies of scale prevail. Recently, queuing models have also been used for planning and operating calls within a call center, which entails the analysis of systems with multi-type customers and multi-skilled agents.