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The case examines the wide variation in the demand for call centres. It discusses the importance of demand forecasting for call centres. The case also takes a look at difficulties involved in estimating the demand for call centres. It also discusses the various strategies that can be adopted to overcome uneven demand conditions. The case is structured to enable students to: (1) understand the operations of call centres; (2) understand the importance of demand forecasting for call centres; (3) understand difficulties in demand estimation; (4) understand the role of technology in meeting uneven demand; (5) understand the need for training customer service representatives; and (6) understand the significance of production and operations standards. The case is intended for MBA/PGDBM level students as part of the operations management curriculum.