The book presents the fundamentals of operations management in call centers in a practical manner. The authors primarily focus on inbound call centers, where calls come in from outside. The main emphasis is on the process of service delivery in the call center. First, the question of how to measure the performance of the call center is discussed—from both the callers' perspective and that of the operators. The reader then learns what efficient structures look like, particularly in large call centers, and what they do not look like. In the third part of the book, the planning of daily operations is presented. The book is aimed at practitioners in call center management, but the content is also suitable for students.