In recent years, call centers have gained increasing importance in the economy. Alongside the rapid development of information and communication technology, intensified competitive pressure and rising customer expectations are key factors. Call centers serve as an effective tool to respond appropriately to changing market situations and increased customer demands. Companies establish or utilize call centers not only with the aim of cost savings but also to enhance their customer orientation and improve service quality. This paper examines the extent to which the prevailing work organization in call centers is suitable for achieving call center objectives. Additionally, it analyzes the weaknesses of common metrics used to manage call centers.